Everybody in the outsourcing world wants more clients. But, they don’t always take the right steps to gain or keep those clients. In fact, in my experience, they do a perfect job at alienating clients from start to finish. It is as if they don’t want clients. Maybe when they way they want clients, they mean they want money without the hassle of the client. In the real world, money comes after you satisfied a client, not before.
I wrote other blog entries about how to effectively use your web site and social media to turn your leads into clients. I explained how a professional staff specializing in answering the phone can save you from losing more than half of your qualified leads. But, there is more…
Many companies set their prices high so they can make a decent profit margin. This is a mistake when trying to get new clients, especially B2B clients who can become long term income producers. The main fact to understand is that gaining a new client is difficult, but their long term value can be in the millions. The key is to get them on board. If you lose the millions so you can make a few extra thousand in the next month, you missed the point. Give people lower prices in the beginning so you can get them on board. Once they are satisfied, then you can charge them a moderate price. Don’t try to gauge people though. You can lose very loyal clients by overcharging, so be very sensitive to the type of bills you are sending out at all times.
Most outsourcing companies have the big boss who handles all problems. The problem is that the problem solver is generally not available to solve problems, and doing a hundred other things at the same time if they are even in the office which is another problem. It is easier if readily accessible employees are trained to solve commonly occurring problems. If a customer can get their problem solved easily, they will be less likely to leave. Even if the employee solves a simple problem in a way that is not beneficial for the company, at least the customer will be happy they didn’t end up with a splitting headache. Empower your employees to solve problems (unless they are a problem employee.)
Are their risks associated with your company?
Does your company have a BBB rating? Do you have testimonials from satisfied clients? What type of 3rd party credibility do you have? You need to make sure that prospective clients have an easy time finding unbiased 3rd party information about your company. They are not going to believe what you say about your company because you are a salesperson.
Making it easy
Is it easy for new clients to get a job done at your company? Do they have to call ten times to reach you once? Do you have complicated contracts that you force them to sign? Or, do you just make it easy to start with easy terms and flexible options? If you make life easy for your clients, they will make like easy for your wallet. It’s a simple rule of business!