Your clients and potential clients should look forward to coming to see you. Remember, they have put themselves in your care and are thinking of investing in you. They should feel welcomed and that your office cares. How are your potential clients brought into your world, and by whom?
Clients come to you because they have been traumatized and are in pain. They have already most likely tried to cure themselves and failed. Now they are turning to you. They come to you in great need of healing and help. We are the professions who can bring it to them.
Let me define what I mean by healing. It could be medical, legal, financial, weight, relationships, finding a job: the list goes on.
When someone calls the office to ask for help, do they feel like they have come to the right place or do they feel they are interrupting someone?
When the phones get answered, does the person on the other end feel they have the full attention of the person they are speaking? Someone needs to be in this position who has the time and the skills to listen, respond, and put them at ease.
The conversation does not mean a one-hour dialogue. The intake person also knows how to ask question to determine if this client is a good fit for your firm. He or she knows how to direct the flow of the conversation. Your clients get pre-qualified, and they know what to expect next. Not what they need to do but what they can expect from you and your office that will help them relieve their pain.
Remember the long lost friend? You are speaking to them now. When the call is over the potential or current client should feel:
- Cared about
- Relieved, and
Is this how people feel after talking with your front office? Remember, soon you are going to ask this person to share personal and intimate information. They are also going to be asked to drop a significant amount of money. Do they feel comfortable doing that, or do they feel hesitant?
When someone enters your office, they should feel like an invited guest: not just the first time but every time.
“I’m so glad you made it in to see us.”
“I’m Happy to meet you.”
What phrases do you hear your front office using when someone comes into your office? How clients are spoken to is very important if you want to build a successful, thriving business, then you need to develop a relationship. People buy from those they trust and like.
How do you welcome friends into your home? Do you stop what you are doing and greet them, or do you make them wait until while you continue typing away on your computer? Remember, you invited them, and they should be expected. Are they just handed some forms and given stark instructions, or are they greeted by name and welcomed into your “home”?
If your team acts like each new client is just more work, they have a backward attitude. Of course, they are more work. That is why we want them there. We get paid to produce results. What should relay as feelings and emotions are that we are happy that they came in. We have a healing gift to give them. So, they feel like they are in a healing place or a factory?
How we treat our clients from pre-qualification to discharge is critically important. Do they feel cared about and welcome with every encounter and every phone call? You can be welcoming at stage one then push them through the grinder the rest of the way. If you do, though, you will never hear from them again.
You want happy clients even if they do not see the results they were hoping to achieve. They will leave at the end of the service knowing they were cared about, and your team did everything they can to help ease their pain and solve their problems. These are your reviews and referrals down the road or tomorrow. When they talk to other people or post on Google, Yelp or Facebook, what will they say about you and your firm? Will it make you or break you?
The success of your business is dependent on people loving their experience with you and your staff. Are you on track right now to take good care of the people who call and enter your front door?
|“I am very happy with my experience with your office. I felt very comfortable before my visit because your staff put my mind at rest when I first called Your office. All my questions were answered and they told me what to expect. I have nothing but good things to say about you and your staff. Thank you!”|
Do you want to know more about me? Do you want to know what it means to have balance and peace in your life. Check out Exceptional YOU: The healing Edition form Amazon today. I also have the workbook companion to the book.
Love & Blessings,
Ashley J. Spurgeon
Exceptional YOU Facebook community is a safe place to share ideas of life, health, money, business, family and relationships, and spirituality. Seeking a healthy life balance. This group is private to ensure a safe sharing place. Request to join today. Click Here
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