How to Stay Connected with Your Customers During COVID-19
By Raymond Phoon
Chief Executive Officer | Founder | Master Sales Trainer
August 27, 2020
2020 has been an interesting year as of late.
Many businesses, entrepreneurs, and professionals had began the year with great expectations and perhaps, for many, with the potential positive momentum that had carried them forward from the previous year.
But little did we know, how far reaching the impact of COVID and the repercussions it created throughout the world. As the world tops 23 millions cases, the end of this unforeseen circumstance does not seem to end anytime soon.
As such, many are overwhelmed with the challenges the current times have brought. This, in turn, has affected people’s investment appetite, the way they make decisions, and how they engage with vendors/buy.
This week, as part of my Top 10 Sales Tips for the New Normal series, I’m sharing tip #1, which focuses on giving you practical tips on how you can stay on top of your game, add value to your clients, and still win in this current situation.
Sales Tip # 1: Stay Connected with Your Customers
While the above statement is true, customers want more than that.
Studies have reported that they also want great engagement with vendors or consultants. They want it without any added pressure or violation of privacy. In short, they like a balanced engagement.
Think of finding the perfect balance of customer engagement like something akin to baking––the right amount of ingredients can produce a delicious pastry or a tasty brownie. However, having too much of one ingredient can cause an imbalance in flavors. Just like a chocolate chip cookie needs a certain amount of flour, chocolate, and sugar, your customers need the correct amount of engagement to keep them aligned and in the loop, without you coming across as overbearing.
You can find this balance by seeking out a variety of active and interesting subjects as reasons to stay engaged with your clients.
Your topics could include things like:
1. Current non-business topics that might be of interest to the client
2. Current happenings that might affect their business
3. Events, take-overs, or potential mergers that might present fresh, new opportunities
4. Follow ups on a previous/existing project
5. Changes in their customer’s profile/lifestyle/business that might warrant a need to review strategies/assets/materials
6. New products/upcoming services
7. Insights about their investments
8. Market trends and news about their community or competitor
9. Your survey insights
10. A previous client’s success story
The Bottom Line
Once you have some assets and materials set aside for these topics, you can utilize a variety of communication tools to stay connected. For example, you can use emails, chat tools, phone calls, social media, etc. Always mix it up to keep things fresh and exciting for your customers.
Many organizations also use an omnichannel marketing approach to create awareness, extend touchpoints, and make their points stick.
As sales consultants, we can also leverage on the same principle and maintain a healthy and active relationship with your client.
Remember, when you are out of their sight, you are out of their mind. So, it is very vital for you to stay connected with your clients!