6 Ways For Brokers To Engage With Customers
"People don't care how much you know until they know how much you care." ‚Äï Theodore Roosevelt Often, engaging customers is not about directly profiting from the engagement in monetary terms. Rather, it is about building a nurturing relationship with them upon trust, honesty and care to solidify that connection. 1) Find some relevant content (relevant to them, not you) and share it with them. The purpose here is in finding something of interest that can spark their engagement in the topic. For example, something about their industry, their hobbies or where they live. Once you have their attention, if the information provided is helpful to the customer, they will increasingly place their trust in you as a source of knowledge. How to do it: Pick a topic - Make sure it's relevant - Establish your connection - Share 2) Connect your customers to others they may be interested in meeting As a business, you probably have a large network of connections that can lead to valuable introductions for your customer. Use this advantage to introduce your customers to your other clients, colleagues and industry contacts and even to connections where you can help to open the door. Your customers will definitely thank you for this and who knows, maybe even your connection. How to do it: Find out who your customers are interested in - Ask your connection for the possibility of an introduction - Ask your customer - then make the connection. 3) Share a relevant book with Your Customers that has inspired you. Tying in with the first point, by sharing information relevant to both parties, it makes it easier for the customer to acknowledge your significance beyond your product. By discussing issues of relevance, it helps to humanize the relationship between you and your customer to develop a deeper connection leading to increased trust. How to do it: Briefly share your experience of inspiration derived from the book - Recommend the book - Discuss the customers' experience and check in to see if they'd be interested in more. 4) Send Helpful Reminders Send helpful reminders to your clients and checking in that they have everything under control are some small steps to show to the customer that you care. Taking extra steps, even small ones like a timely reminder, such as these will (hopefully) help your customer to see how your caring and supporting them. As a result, they are more willing to stick with you. How to do it: Generate a content calendar with a few key dates relevant to your customers and set up alerts to prompt you to send out helpful reminders. 5) Celebrate your clients' wins Be excited for your clients and show that you are happy for them when they reach major milestones. For example, if their business has grown, they've secured a new partnership or a won over a big client, etc. Celebrate it with them. How to do it: Follow newsfeeds from your major clients or simply keep in touch with how they are doing and be there for them. 6) Ask how you can help them beyond what you traditionally do for them This is a major game changer and by asking this, you are already distinguishing yourself from the rest of your competitors. Customers may face a situation where they are unsatisfied with the quality or range of services provided. By helping your customers beyond your traditional products and services that you sell, it is a great way to invest in your clients and deepen your relationships. Sometimes clients may be too afraid to ask and accept things for the way they are. By truly helping to solve their challenges, whatever they may be, you'll set yourself apart and probably enjoy it! How to do it: Make it part of every interaction to ask some open questions to uncover what challenges they are facing. For example "what's keeping you up at night?" In world where commoditisation is normal (Amazon) and information is universally accessible (Google), truly caring for your clients through excellent service and going above and beyond are essential.
Advisr does not provide advice and does not hold a financial service license (AFSL). All information above has been provided by Andy Jamieson.