Keep Those Clients Happy

• Act responsibly to protect the finances, assets and investments of your customer, they are investing in you
• Be honest and trustworthy, especially when it seems uncomfortable to do so
• Only make promises that you can keep and then keep them
• Exercise Truth in Advertising
• Design automation for customer ease and convenience, not for avoidance
• Treat customers with courtesy and respect, they are your shareholders
• Take ownership and command to find solutions and then coordinate internally if other resources are necessary
• To keep the competition away you need to 'win' your customer with every contact
• Numbers and Accounts are for identification, but authentic relationships are for people
• Listen
 

How to Lose Clients

• Make false claims or advertising about your products or services
• Lie to your customers or intentionally mislead them
• Remind your customer that you are the only option
• Avoid paying rebates or ignore discounts
• Do not return messages
• Avoid using their names; make them look for their “number”
• Make it virtually impossible to get in touch with a human being
• Forget previous promises or offers
• Ignore customers; be rude or condescending; allow employees to do so
• Blame problems on vendors or subordinates; avoid responsibility