Blog

The Personal Touch: Why every business needs to work on relationship management

relationship-management

The Personal Touch: Why every business needs to work on relationship management

Business is all about building relationships. Strong relationships garner trust and loyalty – two important traits when engaging with current and potential clients, suppliers, vendors, stakeholders, etc. And if you want to build relationships for life, it’s vital to maintain the personal touch!

Don’t get me wrong, IT is critical in business to help you achieve high productivity, but it doesn’t replace an old-fashioned phone call or in-person conversation.

Personal interaction with your clients must be part of your ongoing plan. This is non-negotiable. It doesn’t have to be you, but somebody in your business must always be ready to deal with your customers in person.

Why is this so important?

Not losing the personal touch is important for two reasons:

  1. You want to make the initial sale 

People do business with people they trust, and nobody can trust a computer. Some of you might work in customer’s homes. It’s a very personal space, and a friendly, personal interaction helps make someone feel at ease.

Other people have had run-ins with, or heard stories about, cowboys that vanish midway through a project. Part of your job is building trust, and that’s hard to develop with technology alone.

  1. Secondly, you want to gain lifetime customers and a continuous stream of referrals.

 It typically costs between 4 – 10 times more to acquire a new customer than to retain existing ones. It’s the little things in customer service that often make the biggest difference. Sure, the personal touch will cost you a bit of time, but it’s worth it for the extra work and glowing testimonials you’ll receive.

You can’t become the go-to business to solve your target market’s problem when you let every relationship fizzle out.

The key takeaway? Don’t be a faceless company.

Don’t deal with your clients exclusively through your website or an automated phone service. Your clients don’t want you to add to their problems, they want you to solve them. Build a reputation for being a people-friendly business, not a group of mindless drones hiding behind a bunch of computers.
The leverage offered by technology is great, but so is being human. Being ‘high touch’ means that as potential c

Don’t deal with your clients exclusively through your website or an automated phone service. Your clients don’t want you to add to their problems, they want you to solve them. Build a reputation for being a people-friendly business, not a group of mindless drones hiding behind a bunch of computers.

The leverage offered by technology is great, but so is being human. Being ‘high touch’ means that as potential customers work their way through your sales structure, they have regular contact with a living and breathing human being.

Give them a number they can call, and make sure a person answers it, not a machine. Give them the name of a customer concierge they can deal with, and ensure that the person follows through on their transaction. There’s nothing more annoying for customers than having to deal with a different person each time they contact your company.

Building relationships at scale – how do you do it?

That’s the dream. Growing your team to increase the number of clients you can take on and the amount of revenue you bring in.

To ensure you continue to be high touch as you grow, the number of customer service staff, support staff, receptionists, call centre staff, and all your other customer functions need to grow with it, just slightly ahead of demand.

Don’t wait until you need something. Anticipate a gap and fill it at the right time.

The high touch aspect of your business is also about making an emotional connection. For a chain of coffee shops, this could be baking muffins at the front of the store, so that the smell greets people as they walk in. Or if you run a car service centre, have a nice reception area with a coffee machine and a full-time receptionist to make clients feel welcome. Don’t make them walk into your greasy and grimy workshop.

In conclusion, to achieve maximum results in minimum time, there must be an element of high technology, but it must be about making people more efficient and never replacing the personal touch.

How are you maintaining the personal touch in your business? I’d love to know.

Power to you!

Stefan

Leave your thought here

Your email address will not be published.

Podcast

Select the fields to be shown. Others will be hidden. Drag and drop to rearrange the order.
  • Image
  • SKU
  • Rating
  • Price
  • Stock
  • Availability
  • Add to cart
  • Description
  • Content
  • Weight
  • Dimensions
  • Additional information
  • Attributes
  • Custom attributes
  • Custom fields
Click outside to hide the compare bar
Compare
Wishlist 0
Open wishlist page Continue shopping

Download Now

Contact Us

Download Now!

Download Now!

Book a Free Business Performance Session

with a tradie business specialist and uncover what's holding your business back.

Get your free book today!

Book your free Business Evaluation

Put us to the test and get a complimentary business plan you can action immediately!