Customer relationships can be tricky to manoeuvre. You can do your best to deliver an amazing experience, but that doesn’t always mean they will refer you to a friend. When people refer you we call them Brand Ambassadors, as they are essentially your best sales team. Great delivery is just the start, but you do have to get this right.
Here are some tips in 3 steps to help you turn Sales Prospects into Brand Ambassadors.
1. How to move someone from a prospect to a client (level 7 to level 8 on the trust dial)
– Firstly, you need to obviously be a trustworthy person.
– Having experience and credentials helps position you as a thought leader in the area/service you specialise in.
– Have a compelling value proposition (USP).
– Your existing clients are doing business with other people already. To brake this relationship, you need to cause tension. You need to make the client feel that “hey, my person doesn’t do that for me” or “I didn’t know that I could also be receiving something like this”.
2. Moving someone from doing some of their business to all their business with you (level 8 to 9)
– Have a consistent service offering and deliver on the promises you made during onboarding.
– Don’t take the relationship for granted. Don’t drop the ball.
– Remind them of the value you have created/delivered.
– Thank them for their business.
3. Moving someone to doing all their business with you and referring (level 9 to 10)
– Most clients just assume that you are good at what you do and don’t need any more clients. You need to let clients know that they are your ideal client and that you are looking for more clients just like them.
– Nobody likes being vulnerable and putting themselves out there, but you need to develop an “ask” that is not too forward, but let’s clients know that you are open for more business.
– Being comfortable at being uncomfortable – when you feel uncomfortable, then you know you are growing.
– If you have something of value to offer that can help people solve a big problem in their life, then don’t feel nervous to let the world know that you can help. Shout if from the rooftop and try to find the people you can help as quickly as possible.
– Put emphasis on the power of reciprocity, “You can have anything in life that you want, as long as you help enough people get what they want.” Quote by Zig Zigler.
When you are clear about what you do well and you continue to do this over-and-over again, taking these steps will help everything fall into place.
(Excerpt from a session between members of the Independent Board facilitated by Daniel Duarte – Craigs Investment Partners)