HOW TO BETTER SUPPORT YOUR CUSTOMERS IN UNPRECEDENTED TIMES.

Think of the best relationships in your life. Got a few people in mind? What do those connections have in common? Chances are, it’s trust.

Trust takes time. It’s a cumulation of years of effort. All those small little actions that help instil confidence in the relationship. Right now, very few businesses or industries are immune to COVID-19, it’s a great opportunity to strengthen your client relationships.

Remember: It’s easier to nurture the clients you have and expand on what you do for them – instead of treating them as short-term projects while sourcing new clients. So, how can you keep your clients happy, regardless of whether you’re working with them right now or not?

Reach out to them.

Go that extra mile and show your clients that they’re more than just an invoice. A personal phone call can go a long way, at a time like now. Ask your customers and clients questions like:

Is there anything I can do for you?

What are the main problems you’re experiencing?

If you can’t continue as is, what can you afford?

Or, if you’re serious about keeping them…
Would you like to hear about a business idea we have for you?

Think of it like you’re courting or wooing someone.
Show you’re interested in them.

Find out what they need or what would help them. Do they require a longer payment cycle? Can you dedicate one hour per week to speaking on the phone? How about we review production levels for the next few months?

What you do will change from company to company and person to person. But, speaking of understanding individual needs… 

Understand WHO you’re talking to.

As part of your ‘we want to serve you better’ approach, encourage your customers to use the Tick personality profiling tool and sent the results back to you. This way, you can understand the way they communicate, think, and behave to serve them better.

Use their bird type to identify what they need.

Read their body language (via video) and listen for personality ‘cues’. If you’re talking to an Eagle, they’re likely to not leave much unsaid. Their world view is ‘let’s get it done’ as opposed to a Dove, who will lean into giving more and serving people.

Eagles need to be in control and Doves require a sense of belonging. The communication styles are very different, talking to these two people. Once you can isolate the dominant bird type, you can learn about how they respond to stress – which, right now, is rampant.

Doves, the peacemakers, can be submissive. So, you’ll need to use a softer, open approach in conversation. Your Eagles are punchier, shorter and daresay, ‘bossier.’

These insights with shed light on your customers and their needs, in a way you’ve never seen before. Use the contact form if you’d like free access to the personality assessments.