There are many benefits to creating a lasting emotional relationship with your client, but the most important is loyalty to your business. I?ve found that many business owners find it difficult to build these relationships and miss out on opportunities to connect with their clients and secure that loyalty. It?s not hard to do: you simply need to listen to your clients and utilize the information that they are already giving you. I?d like to share an example of a wedding photographer that successfully built a business on the powerful loyalty they cultivated by building relationships.
A year after photographing a wedding, this photographer typically sends an email to the couple wishing them a happy anniversary.?? This was a personalized email that included some candids from the ceremony that captured the spirit of the couple and the wedding itself. Clients often reply to the email and request information on additional services that the photographer might be available for (e.g. maternity pictures, a friend?s wedding, or anniversary sessions).
When people come to your business for the first time, there is a conversation waiting to happen about what brought them to your door. That?s the key to great information that will help you create a strong and personal relationship with your clients.?? I encourage you and your staff members to think about all the information your clients naturally provide, and decide how to build off that information to grow relationships with your clients.
Todd Massey is a Client Care Specialist at MINDBODY.? His background is in business development and customer satisfaction. He enjoys helping businesses grow and succeed.?? When not working he can be found in his garden with his wife and two year old son.
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