Here's a simple but really powerful communication technique, which nearly all of my clients implement. Universally and unanimously, they love this approach. Everyone who tries this tells me of its power and incredible effectiveness. Like nearly every other technique in this book, it's smart but incredibly simple.
If you're the owner, president, or CEO, pick up the phone and call a customer. Say something like this, in language that's comfortable for you:
“Sally, this is Angela Thomas, one of the owners here at XYZ Corp. Listen, I just wanted to check in with you and make sure we're serving you well. Is everything going great? You're pleased with our work? Is there anything I can do for you? Please don't ever hesitate to reach out to me directly if I can add value for you.”
If your customer doesn't pick up, leave a voice message with basically the exact same language. A voice mail with this message has equal power to an actual conversation, but demands just a fraction of the time. I tell my clients to hope the voice mail picks up!
If you're a manager or an executive at your firm, make the same call, using the same language. Add something like this: “I know you usually deal with Anne, who's wonderful. She reports to me and speaks so highly of you. I wanted to call you personally to thank you for your business and to make sure we're serving you well.”
Remember toward the beginning of this book, I told you that revenue growth is ...