12.5 Principles of Client Retention by Jeffrey Gitomer
Sent: Friday, December 04, 2009 8:29 AM
To serve Clients, a set of principles must be established, so that the policies can be delivered in a
positive (Client retaining) manner. Oh, that. Train on principles before you even dream of opening your policy book.
Principle 1. Your Client is your paycheck.
Principle Action: The more you work for the Client's success, the more you will earn.
Principle 2. Your attitude (the way you dedicate yourself to the way you think) determines the degree of excellence of service you will perform.
Principle Action: Read about positive attitude for 15 minutes each morning. Create and deliver positive first words. Do whatever it takes to maintain your positive attitude.
Principle 3. Clients call, contact or visit for one reason -- they need HELP.
Principle Action: Know why your Clients call, and the BEST way to respond to each need.
Principle 4. The value of a Client is 20 times his annual sales volume.
Principle Action: Every Client contact is an opportunity to earn the next sale. Be your best on every Client interaction.
Principle 5. A Client ready to repeat his purchase is a powerful business advantage.
Principle Action: Substitute relationship building strategies for sales techniques. Stay in front of your
Client in times of 'non-sale' as much as you do in times of 'sale.'
Principle 6. Client satisfaction is worthless. Satisfaction is no longer the acceptable standard of Client service. Client loyalty is the new standard.
Principle 10. Company policy is written in terms of the company not the Client. It tells you what you can't do for a Client -- not what you can do.
Principle Action: When faced with a policy situation, start out by saying? 'In order to be fair to everyone...'
Principle 11. Service is a feeling. You know what it is when you get it -- so give back the same thing -- or more.
Principle Action: Remember how you felt the last time you got great service? Give that to your Clients. Every day.
Principle 12. The secret to success of Client service is -- start with YES.
Principle Action: Start your response with? 'The best way to get that done is...' or 'The easiest (fastest) way to do that is...'
Principle 12.5 The Client's PERCEPTION of good or bad service is the measure of your success or failure.
Principle Action: Master the elements of service that the Client considers most important. How do you find out what they are? You ask them (duh). How do you master them? You work at being your best every day.
Sent: Friday, December 04, 2009 8:29 AM
To serve Clients, a set of principles must be established, so that the policies can be delivered in a
positive (Client retaining) manner. Oh, that. Train on principles before you even dream of opening your policy book.
Principle 1. Your Client is your paycheck.
Principle Action: The more you work for the Client's success, the more you will earn.
Principle 2. Your attitude (the way you dedicate yourself to the way you think) determines the degree of excellence of service you will perform.
Principle Action: Read about positive attitude for 15 minutes each morning. Create and deliver positive first words. Do whatever it takes to maintain your positive attitude.
Principle 3. Clients call, contact or visit for one reason -- they need HELP.
Principle Action: Know why your Clients call, and the BEST way to respond to each need.
Principle 4. The value of a Client is 20 times his annual sales volume.
Principle Action: Every Client contact is an opportunity to earn the next sale. Be your best on every Client interaction.
Principle 5. A Client ready to repeat his purchase is a powerful business advantage.
Principle Action: Substitute relationship building strategies for sales techniques. Stay in front of your
Client in times of 'non-sale' as much as you do in times of 'sale.'
Principle 6. Client satisfaction is worthless. Satisfaction is no longer the acceptable standard of Client service. Client loyalty is the new standard.
Principle Action: Understand what makes YOU loyal, and deploy those actions towards Clients.
Principle 7. Word of mouth advertising is 50 times more powerful than advertising.
Principle Action: Write about things that help Clients, speak at trade shows and business functions -- get in front of people who can say "yes" to you, and deliver value first.
Principle 8. When you're done speaking with a Client or the transaction is over, that's when they START talking.
Principle Action: Start positive, end positive, and put positive in the middle.
Principle 9. Your friendliness and willingness to help is in direct proportion to your success.
Principle Action: Start friendly, end friendly, and put friendly in the middle.
Principle 7. Word of mouth advertising is 50 times more powerful than advertising.
Principle Action: Write about things that help Clients, speak at trade shows and business functions -- get in front of people who can say "yes" to you, and deliver value first.
Principle 8. When you're done speaking with a Client or the transaction is over, that's when they START talking.
Principle Action: Start positive, end positive, and put positive in the middle.
Principle 9. Your friendliness and willingness to help is in direct proportion to your success.
Principle Action: Start friendly, end friendly, and put friendly in the middle.
Principle 10. Company policy is written in terms of the company not the Client. It tells you what you can't do for a Client -- not what you can do.
Principle Action: When faced with a policy situation, start out by saying? 'In order to be fair to everyone...'
Principle 11. Service is a feeling. You know what it is when you get it -- so give back the same thing -- or more.
Principle Action: Remember how you felt the last time you got great service? Give that to your Clients. Every day.
Principle 12. The secret to success of Client service is -- start with YES.
Principle Action: Start your response with? 'The best way to get that done is...' or 'The easiest (fastest) way to do that is...'
Principle 12.5 The Client's PERCEPTION of good or bad service is the measure of your success or failure.
Principle Action: Master the elements of service that the Client considers most important. How do you find out what they are? You ask them (duh). How do you master them? You work at being your best every day.
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