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Clients_Do_You_Really_Need_Them
| Clients..... Do You Really Need Them?
Running a successful business takes a lot of energy and there
are so many areas that as a business owner you need to pay
attention too.
It's not enough to spend heaps of time, money and resources into
getting buyers for your goods and services and then leaving
those clients/customers to their own devices.
If you want to work less, have more time and make more money one
very important aspect you have to take care of on an ongoing
basis is nurturing those people who are prepared to spend their
money with you.
You cannot afford to take their money, sell the goods or perform
the services and then hope they will call you when they need too.
The Hairdresser A couple of weeks ago I visited my hairdresser
for my regular appointment. Now I have been loyally going to
this hairdresser for at least 2 years, approximately every six
weeks.
On this particular occasion there were a couple of clients
having their hair coloured and the owner and another assistant
were fawning over three kittens which had kindly been supplied
by the local vet. Apparently the vet was looking for a good home
for the kittens and John,the owner and another staff member were
going to take them home. The kittens were staying the afternoon
at the salon for the benefit of their new owners (my hairdresser
and his assistant).
So here we were in an upmarket salon, with three kittens running
around and the staff paying more attention to them than the
clients.
The second incident that occurred happened after I had my hair
washed. I was left sitting in a chair waiting whilst John who is
my hairdresser casually took his time looking at another
client's holiday photos. That wasted at least 5 minutes. (Some
people may not be bothered about having their time wasted, but
unfortunately for John, I wasn't one of them).
When he finally comes over, instead of asking me how am I going,
or commenting about the condition of my hair, he proceeds to
tell me all the details about his life (as he usually does) and
is so focussed on himself he was oblivious to the fact that
without people like me (a paying client), he wouldn't be in
business.
It doesn't end there. The final straw came when his mobile phone
rang in the middle of my haircut. With no apology or saying to
me "excuse me, I must take this call ", he answers the phone and
wanders off for another 5 minutes.
By this time I was ready to explode. Instead, being the cool,
calm and collected person that I am (sometimes), I took some
deep breaths and vowed I would never go there again.
How Much Money Do You Lose? As a regular client who had an
average spend of $110 every six weeks (that's for a colour and
cut), I would be worth around $900 a year plus any product I
would buy.
And that's another thing, John often complained about not having
enough income, yet he never trained his staff how to sell
additional products. People (particularly women) would readily
purchase shampoos, conditioners, gels etc. if his staff would
proactively recommend it.
They only sold product by default, when a client mentioned they
had run out or asked questions. I was one of those clients who
asked questions about the various products and was ready to buy,
except they were always out of stock! (See how being
disorganised affects your income!)
Focus on What Counts Being a great hairdresser, accountant,
coach or anything else for that matter doesn't automatically
mean your clients will continue to invest their money with you.
You have to pay attention to them by being proactive in looking
after them and not reactive when they complain.
In fact most people will not tell you if they are unhappy with
your goods or services, they will just take their business
elsewhere. They'll also spread the word by telling other people
about their experiences with you thereby damaging your
reputation and potential for future clients.
The Final Word Look at how your business is run. Survey your
clients and find out how they really find your goods/services,
customer care, follow up service etc. After all, wouldn't they
know how good you really are? You and your team may think you're
great but it's what your clients think (and pay for) that counts.
It would also be worthwhile investing in a great book by Keith
Abraham entitled "Creating Loyal Profitable Customers' - 47 ways
to turn your customers into passionate purchasers (available
from our office for only $24.95 plus $5 postage).
So don't delay. Get yourself organised so that you have time to
focus on what really counts.
Have a great week Lorraine Pirihi
About the author:
Lorraine Pirihi is Australia's Personal Productivity Specialist,
Leading Life Coach and a dynamic presenter. Contact Lorraine
today on 03 9532 5497 and she'll show you how easily you can get
motivated, find direction and take action to improve all areas
of your life! lorraine@office-organiser.com.au,
http://www.office-organiser.com.au/
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