Wealth-Coaching

Let’s face it, you are going to get NEW clients and you are going to LOSE
clients.  As bad as it may feel, just know that you will lose people to a
competitor some day.  It’s not all that bad.  As a matter of fact, without some
loss, you would never improve.

Learning to interview your clients will
give you some valuable information about your company and your clientele.  We
aren’t talking about marketing surveys, which are very beneficial, but a voice
interview.

When you begin with a new client you might ask three or four
simple questions:

1. How long have you looked for this type of service?  This will tell you if
   they shopped and sometimes it will divulge information about who they looked at
   without coming right out and asking; although if you feel you can, ask.
2. What made you decide to go with us?  This will tell you what your current
   marketing is doing and what you BETTER focus on in providing service to this
   client.
3. What was your maximum budget for this type of service?  IF this does not fit
   your industry, just ignore it, but if it can help you, listen.  If you have
   already given a quote or prices for you services, then it will tell you how you
   in competitive pricing.
4. What one thing do you truly hope to gain from this business relationship? 
   This question can assist you in tying any lose ends as to your client’s
   expectations.  As a habit, I use this question consistently in writing on my
   information request form for consulting.  When everything is all said and done,
   if they don’t seem satisfied, I ALWAYS go back to this question on my
   interview.

Not only NEW clients, but established clients are beneficial
to interview at random or as a matter of protocol after a few weeks or months of
service.

You can ask questions that relate to the service, are they happy
so far and has their expectations been under delivered, right as promised, or
above what was promised.

As you lose clients, ask them if you take about
five minutes and ask them a few questions that could help you in making your
services better.  Some of the key questions should be:

• What motivated you to look at leaving our firm (business, company, etc.)? 
  An answer here can tell you a ton!  Our final question will qualify this one to
  make sure they aren’t snowing you…
• How long have you considered leaving?  Discovery here will tell you if you
  are taking too long between contacts and not asking the right questions on an
  ongoing basis.
• Can I assist you in locating another company that can better suit your
  needs?  When you ask this, it will take them back a minute.  But be sincere.  If
  the say yes, help them by having a list of other companies in your industry that
  you would trust; even if you don’t want to give them business.
• What could I do for you right now to earn your trust and continue our
  relationship?  This will give you the root of any issue or problems that may be
  brewing.  What the client says here should relate to your first question.  If
  possible, try to accommodate.

Learn to ask questions and learn to
accommodate.  When you discover how your clients are thinking you will better
meet their needs and better market your company to potential
clients.

Remember, a jeweler will not give you an extra diamond or two
for free to keep you as a customer, so don’t get into a habit of offering free
services either!  If you are product related, a free box and shipping is another
story.  Successful Marketing!