One of the exercises that attendees at our annual experiential boot camp find quite valuable is the Brainstorming Your Referability. We examine the three stages of your prospect and client relationships.
Stage II of these relationships is the New Client Experience or Onboarding Process. You can deliver a welcome package and/or drip a few items over the first week or two. Either will help you create a “Wow” experience that helps you engage with your new clients on both a “personal level” and a “value added level.”
Here are 7 ways I’ve seen a number of businesses use to create great first impressions and even generate referrals without asking for them. It’s likely not all of these will apply to your business, so use what makes sense.
Contact from Other Members of Your Team – Assuming you’re not the only person who will be working with your clients, have other members of your team reach out to your new clients. They can send a handwritten note, make a quick phone call, or step in to a meeting when the client is in your office.
Invite Your New Client to a Client Appreciation Event – When you have clients who like you, trust you, and believe in your value , you should have a meet up with others who feel the same. Everyone walks away with those feelings cemented even stronger. Get this feeling to your new clients as soon as possible in the new relationship. Or you can just take your client to lunch, a ball game, for a round of golf, out on your boat, or any other fun event to start building the business friendship.
Expectations Agreement – Very few professionals and businesses use this powerful tool. This is usually a simple one or two page document that outlines the type and level of communication you believe is critical for an effective working relationship.
Phone Review – If you’re a financial professional, then there’s a good chance your clients will receive monthly statements. Call your new clients to go over the statement to ensure clarity. If you don’t have this easy-to-implement idea, how can you apply the concept of a quick review or check-in early in your new relationships?
Send a Book Related to Your Work or Their Interests – Yes – printed books still have perceived value. You can send a book that totally related to the work you do, or something related to one of your clients’ hobbies or interests (like fishing or travel), or even a book related to helping them grow their business or improved their health. The more relevant to your specific client, the better.
Connect on Social Media – You certainly want to connect with your clients with whatever Social Media platforms that apply to your business. When you do this, make the invitation personal. Don’t just use the generic invitation language provided by the tool.
Deliver a Welcome Package – You can mail a welcome package, but if at all possible, either hand deliver it OR have it delivered by a courier. Of course, you’ll have to pick the method that best fits your business model and your budget.
Some of the items mentioned above could be part of this package. Here are a few others that people have found effective and easy to employ:
- Cookies or other sweets
- Fun item for their children
- Gift cards or coupons (for them or children)
- Card signed by everyone on your team
- Balloon attached to the package
How do the best get better? They believe in continual improvement, in life-long learning and they don’t try to go it alone. They attend workshops and boot camps; they work with coaches and mentors; and they work with mastermind or study groups.
Would you like to finish the year strong and create exponential growth for years to come? Check out Cates’ next “boot camp” – Exponential Growth 2017. www.ExponentialGrowth2017.com