Leaders must set the tone for their staff and there’s no better way to do that than by determining which customers to target and how to capture their attention.
“Your job as a leader is to know, understand and deliver the services that your customers want and need,” says success coach Matthew Tomkins. Here’s expert guidance for identifying — and making the most of — your customers’ needs.
Learn More About Your Clients
Just because you’re leading the team doesn’t mean you know everything there is to know about your customers. Rectify this problem by selecting two or three customers a month for a one-on-one chat.
Try this: Make a list of your existing customers that you update monthly. Randomly choose which customers you’ll chat with, then draw a line through their names. Once you’ve spoken with each customer at least once, you can start the process over.
What to say: Use your telephone time with clients to ask them specific questions about their needs and how your services can help them better. You can also use this time to find out what training services or tools your customers would like.
These quick interviews will help you discover who your customers are and how they’re using your products. You can also spot commonalities among your customers that could spawn new services.
Keep Marketers In The Loop
Now that you have a better grasp on both your customers’ personalities and how they’re using your services, you can share that information with your marketing team to improve your communications.
Example: Perhaps many of your customers highly value your on-site training. Your marketing team should promote those aspects of your company in all advertising materials and pitch meetings. They can even include client testimonials as proof of your company’s reputation.
Sharing this type of information will ensure that you continue to attract new customers– and keep your existing ones.