Lebron James and even Roy Hobbs (“The Natural”) have each been labeled as the chosen one, are you? As part of your client service program, are you calling prospects that did not choose you for an interview or as the winning agency or firm? If not, this is an important step in uncovering what your firm has done well and potential areas for improvement.
Are your calls producing valuable and constructive information to share with your team for learning purposes? How do you break through those standard responses to uncover the root of the firm’s selection or where your proposal or presentation could be improved? Here are some tips:
- Tailor your questions to the prospect and specific in nature
- Don’t push a prospect to answer your questions, simply try to initiate a dialogue geared towards growth and improvement for your firm
- Perhaps there is an opportunity to work together in the future - make sure you ask for it!
If you use these tips, you are more likely to gather valuable insights that can benefit your firm. Remember, take a negative and make it a positive. These conversations are a way to do that.
What are your client service experiences like? Any success stories to share about what works and what doesn’t work?