Comments on: Client Relationships

By: Hannagan's Computers

Hannagan's Computers — Fri, 16 Oct 2009 23:06:21 +0000

I truly agree with most of what I have read on here but I would like to add one thing. Learn how to explain things to customers so that they can uderstand whats wrong with thier pc. I also try to tell them why it happend if I am able to and how to avoid the same issue. Telling Hilda that her latency on her ram was set wrong in the bios isnt going to mean anything to her. When you could tell her she had some settings in her pc that were wrong. Just an example and something to think about.

By: The Desolate One

The Desolate One — Sat, 29 Aug 2009 15:19:23 +0000

Since I ONLY do residential repairs, being personable to a certain extent is a prerequisite. When you walk into a person’s home, you’re at that point guests to their personal lives. When you’re in a customer’s home and you make them feel comfortable with you being in their home, they like that MUCH better than if you walk in with a stoic attitude and just start manipulating their personal property. I have customers all the time that invite me over for dinner, send me various holiday cards during the year, and YES, I’ve even been “propositioned” by a couple of female clients. I told THEM that if they were propositioning me to get out of PAYING for my work on their computer, then I couldn’t help them.

the.desolate_one@yahoo.com

By: Nathan H

Nathan H — Fri, 31 Jul 2009 01:07:35 +0000

Gotta say I totally agree with this article.

I done this when i was starting out but some how i have forgot about this important aspect of business.

and it shows….. business has been so slow I have had to fold for a few months.

The morel of the story a little effort can make a big difference….

By: B-TECH

B-TECH — Mon, 27 Jul 2009 23:52:51 +0000

Coming from many years in customer service, I couldn’t agree more. No matter the environment, customers like to be noticed and feel appreciated. There are so many little things you can do that will make your customers feel special. Remembering their name, something they like or something they said will really make an impression on them. As simple as this is, it can be easily overlooked in a business environment like we are in. Thanks for bringing it to everyones attention Bryce.

By: Internet Age

Internet Age — Mon, 27 Jul 2009 12:02:24 +0000

Hahahahah – Stay away from religion and politics – Good one, JRoss!!

Find common ground with people and exploring it inevitably leads top resonance and bonding. Customers very often make business decisions based on their emotional bond with the business owner / salesperson, so making sure of building relationships is of cardinal importance to your long term business success.

By: Chris

Chris — Sun, 26 Jul 2009 23:46:31 +0000

Bringing up religion for no good reason is business is yes, a bad thing, as who knows how the client will respond. It’s really the same as discussing polotics on a call. You don’t want to get into an argument over health care with the guy who is supposed to pay you after all is said and done, though if they mention something you are totally in-line with it won’t hurt to share your like-minded feelings. It may even help them to like you better.

It’s like anything; be careful. Oh and for heavens sake don’t be the one to initiate a conversation along those lines. Only get into it if you’re certain. I handle some work for a local Salvation Army detatchment and I am more than safe talking religion with the officer running it. He loves it.

By: Luis

Luis — Sat, 25 Jul 2009 19:42:01 +0000

This may be the single most reason why people lose trust in repair techs. While working for the cable company, many of my fellow techs always told me “Go in, get out. No conversation. Were here to make money, not friends.” I was never able to go by that though and as a result I’ve had several call backs from customers who needed help with their computers, entertainment centers, even a lady that just wanted to make me dinner.

It’s like going to the barbershop for great conversation. I’ve been going to the same barber for over 5 years because he loves to talk about everything. Being cordial should be at the top of everyone’s to-do list,

By: Ron

Ron — Thu, 23 Jul 2009 11:29:33 +0000

Matt, I have to agree with Greg, Religion and Business (or Religion and Government), don’t (and should never ever) mix.

Heck, often times religion doesn’t even mix well with itself….. Christan sects vs other Christian sects, the Christianity vs Islam, Islam vs Judaism, etc. It’s just too much of a minefield.

By: On Call PC Solutions

On Call PC Solutions — Wed, 22 Jul 2009 15:33:55 +0000

@ Robomonkey

Your example of what could go wrong is a good example. That’s why in my opinion, it’s a good idea to have that boundary set that prevents you from going anywhere with a customer or casually visiting, or calling them. I am about to call a bunch of my customers to see how they are doing since the repair / sale, just as a courtesy call. No direct advertising. Then I will let them know I will be checking on them later in a month or so and asking them if this is OK. The whole time, I will be extremely friendly, probably with a smile on my face. The energy tends to project.

By: On Call PC Solutions

On Call PC Solutions — Wed, 22 Jul 2009 15:03:20 +0000

I totally agree with you Bryce. I always try to find a way to connect with my customers on some appropriate social level. On of the things my customer service mentor shared with me is that he likes people to leave his auto shop with a smile on their face. I try to achieve this with my customers after I have collected what ever is due from the computer job. Some of the things I usually connect with customers on is Religion (check out my testimonials), their children being in college, or just about anything I observe. When a customer starts getting into grey areas like “how can I trust my husband if he…” or anything likes that, I usually find away to change the direction of the conversation… (Never a good idea to be the guy that listens to the communication deprived woman who NEEDS someone to REALLY listen). Luckily that doesn’t happen to often in my business interactions…

Connecting with the customers really helps when I am selling a computer or a laptop, because after asking just a few questions, I can really explain how the system they just bought can benefit them, and how to better protect it based on what they said they do. One of the things I also like to stress is that I am always here, and am happy to assist them in any way they need me as it pertains to computer work.