RELATIONSHIP BUILDING

By – Sahil Grover
 SOME FAMOUS QUOTES ABOUT
RELATIONSHIP BUILDING

“Your customers are worth more than just the sale “

“Being Human is your competitive advantage “
“Paint the dreams, not yours but theirs.“
“ Social media platforms come and go, but relationships last a
lifetime. Focus on relationships!”
“Always provide a fair exchange of value while building
relationships, Respect others time, resources and network;
don’t be a taker.“
“ The customer experience in now your brand – make it
great.”
“There are no shortcuts to relationships marketing.
Be real
Be kind
Be consistent
Be giving
Be interested
Be patient
There is no other way”
 WHY IT REQUIRED ?

- Customers become more profitable the longer they remain

with firm .
- It increase our sales as they purchase in greater quantities
as they grow.
- It gives the price premium.
- Referrals to other customers as positive word of mouth
saves firm from investing money in sales & advertisement.
- Taking care of current clients is more cost effective than
finding new ones.
 RELATIONSHIP BUILDING

Is a philosophy of doing business that

focuses on keeping and improving
current customers
The focus is on the attraction ,retention
and enhancement of customers
relationship.
 GOALS OF RELATIONSHIP BUILDING

The primary goal of relationship marketing is to build and maintain a base of

committed customer who are profitable for the organization.
GOALS OF RELATIONSHIP BUILDING

Getting
 STRATEGIES / WAYS TO BUILD STRONG
RELATIONSHIP WITH CUSTOMERS

 Spare Customer’s Time / Respond quickly

 Listen before you talk
 Give Each Customer Individual Treatment / Show you genuinely
care /Personalize conversations
 Provide multi channel communication approach
 Delight customers with something unexpected
 Adapt to their pace
 Stay Positive Throughout The Whole Interaction
 Always Look For Contact With Customers
 Always Exceed Customer’s Expectations In A Positive Way
 Ask for Feedback and handle negative feedback well
 SPARE CUSTOMER TIME /
IMMEDIATE RESPONSE

In today’s modern world no one likes to queue ,

as its unacceptable to keep customers waiting or
hold on hours for reply . ―Speeding up your
response time does more than just delight your
customer.‖ Quick responses provide not only
the speed and convenience that people crave,
but also build your brand as one customers can
trust and rely on when there’s an issue.
 LISTEN BEFORE YOU TALK

To find out what your customers value, always listen to what they
say and how they say it—and adjust your approach to match their
expectations.
Some people will want a lot of personal contact with your business.
Others may not be interested in getting too much attention: They just
want to call you up, place an order and get on with their day. Some
will be very price-conscious while others will be looking for all the
bells and whistles. Do your best to keep listening!

While listening properly you can collect the keywords and ideas and
ready to flip the script if required . The more you create content that
responds to your audience, the more you show them that you value
their thoughts and feelings
 GIVE EACH CUSTOMER INDIVIDUAL
TREATMENT / SHOW YOU GENUINELY CARE /
PERSONALIZE CONVERSATIONS

People want to connect beyond the professional level. That’s why it pays off
to be friendly and personal. How do you make customers feel valued and
special? By giving them VIP treatment.
Find out what you have in common with customers and engage on that
subject; follow up on key details; ask about their kids or wish them a
happy birthday on the day.
Don’t treat your customers like academic projects that must be completed
by the end of the day, but look at them as individuals and deliver a
personalized service:
Call them by names. A study has pointed out, to enhanced brain activity in
people when they hear their names. This means, getting on first-name terms
with customers will bring you both closer and make visitors feel
appreciated.
Keep order history. Whether they’re first-time visitors or regular clients,
it’s always good to track order history, prices etc and offer personalized
recommendations.
Be friendly – let your customers know that you’re there for them.
 PROVIDE MULTI CHANNEL
COMMUNICATION APPROACH

Do your customers know they can reach you with what they need to? Do
they know how? Strong customer relationships require active
communication. It means your customers need to be comfortable reaching
out.
Let your customers know if you are best reached by email, live chat, social
channels, text message or other forms of communication. You should also
know how they prefer to be contacted and be actively available to deliver a
consistent experience across all the channels.
Here are some tips on identifying the channels
Understand your target audience – You need to start working out on what
platforms your customers are using and how they prefer to interact with
brands.
Choose the right communication channels – Whichever channel you opt
for, the overall goal should be in driving conversion and also working in
tandem with the other channels to provide a consistent and unified
experience to customers.
 DELIGHT CUSTOMERS WITH
SOMETHING UNEXPECTED

While building customer relationships shouldn’t mean

constantly bribing your followers, it’s worth showing them how
much you appreciate them. Remember, they’re choosing you
over all the other brands out there. That deserves a little love.

Most businesses already have some loyalty programs to

encourage customers to come back. As in our case we are
offering VD , Training to customers etc.
Delighting your customers is simple: surprise them with
something they didn’t ask for. It feels like they’re receiving a
gift from a friend and solidifies the relationship.
 ADAPT TO THEIR PACE

Ifa customer picks up the phone and is clearly

in a hurry, don’t slow them down with small
talk and pleasantries.
We will have to match their pace and adjust our
self accordingly .
If a customer calls and wants to chat, make
sure that you are not in hurry to make off the
phone.
 STAY POSITIVE THROUGHOUT THE
WHOLE INTERACTION

Customer service is not a department. It’s an attitude.

Throughout your career, you’ll encounter many people. They will either
inspire you to achieve better results or feed on your positivity and steal
motivation.
But, you should always remember that customer service is about
helping people and your performance shouldn’t be determined by
someone’s bad mood. Instead, set the positive state of mind by
following these two simple steps:
Use positive language 😊 Resort to affirmative words (e.g. excellent,
surely, exactly) and empathy statements (e.g. Let me look into it) to
create a positive environment for yourself and customers.
Smile 😊 It’s been scientifically proven that smiling releases
endorphins to our bodies that make us feel overly happy and motivated
enough to deliver an excellent service to all types of customers.
 ALWAYS LOOK FOR CONTACT WITH
CUSTOMERS

If you want to stay in touch with customers, don’t count on them. It’s
your responsibility as a business owner to look for constant
contact with clients – before, during and after the sales process.
Here are some ideas on how to take better care of your clients and
strengthen the client relationship:
• send personalized emails,
• send newsletters,
• Invite them to follow a company blog
• Use social media like whatsapp , Facebook ,twitter etc…
If you aren’t looking for contact with clients, you’ll never form long-
term relationships with people. One-time purchases don’t foster
customer loyalty.
 ALWAYS EXCEED CUSTOMER’S
EXPECTATIONS IN A POSITIVE WAY

The key to stronger customer relationships and satisfaction is to go

above and beyond expectations. It’s a surefire way to guarantee not
only that they keep coming back, but also that they will be likely to
refer their friends and family.
Your customers expect great products or services from you. You
should continue to raise the bar on what your company offers. When
you impress customers, they keep coming back.
In each and every interaction with your customers, make sure that
they walk away fully satisfied. When you consistently listen to your
customers, acknowledge their concerns and correct any problems or
issues that they encounter, you’ll stand out from the crowd and make
a lasting impression.
To exceed customer expectations, you can deliver a product or
service faster than anticipated. When you deliver earlier than
expected, the customer will be happy about the surprise
 ASK FOR FEEDBACK AND HANDLE
NEGATIVE FEEDBACK WELL

One of the most important tool for building relationship is asked the
FEEDBACK from customers .
Whether customers have a good or bad opinion about your business,
they will make their feelings known. Invite customer feedback to show
you are listening
Customer feedback helps you hone your customers’ specific needs so
you can find the best solutions to their problems. The better your
offering meets their needs, the more your business will grow.
Always listen carefully to comments and respond promptly, whether it’s
a compliment or a complaint.
If you think that receiving negative comments will tarnish your
company’s reputation permanently, you’re very wrong.
The key to receiving negative feedback is that the customer’s
opinion gives valuable insight into the company management
system. There is always room for improvement. Collect feedback, admit
your mistakes and turn failure into success.
THANKS