Hey, welcome back. Marianne DeNovellis here on the Six Figure Mastermind. You've
known us long enough to know that we are all about customer relationships. We're
going to dive deep on the importance of customer relationships in your
six-figure business. So stay tuned
Customer relationships are absolutely vital in building your six-figure
business. If you don't have a good relationship with your customers, you
don't have a good business and you might not have a business at all. So, let's talk
about the importance of customer relations right? Businesses rise and fall
depending on their relationships with their customers. Because guess what?Word
of mouth is going to get out no matter what. And if your customers aren't happy with
their experience, that's what they're going to share and people will trust their
friends more than they trust a marketing ad from you. So if you don't have a good
relationship with your customers, you may as well not have a marketing ad. You know
you're going to just think. On the converse side, if you have a great
relationship with your customers you have open lines of communication, you're
letting them know in advance of changes and policies and updates and sales.
That's going to boost confidence in your business and enforce those relationships
with your customers. So what happens when you don't have a relationship of trust
with your customers? And this is something that I want you to be very
very aware of. Especially if you're a service based provider, instead of a
product based provider. B-R-O-T. Build a relationship of trust and that happens
right from the get-go before the customer even has a first transaction
with you. In fact, if you don't have a relationship of trust with a customer
before they have a transaction with you, they probably won't even ever have a
transaction with you. So when you don't have a relationship of trust with your
customers, it's going to erode the quality and the integrity of your
business. You'll be constantly trying to play
catch-up. Constantly trying to you know allay fears and answer questions and
you'll find yourself buried in a business that frankly should have been a
passion for you in the first place. It's one of the easiest ways to kill your
passion is to erode that relationship of trust. And looses your motivation in your
business and it loses your customers ability to have a cool transactions with
you okay? Keep that relationship of trust from the get-go. I'm talking from the
start here. From the very very beginning and build upon it as your time together
with your customers advances. Let's talk about businesses that have great
relationships with their customers versus businesses that maybe don't have
a great relationship with their customers. The first business that comes to mind
for me is Apple. Now, I'm an Apple girl you know all you PC users lots of love
to you. But Apple is kind of the way to go. I'm just going to say okay? And one of
the reasons is they have stunning like cutting-edge relationship with
their customers. I'll tell you about an instance I had a couple weeks ago. I had
my printer that I just replaced the drum and I have one of those laser printers
that I print off a lot of stuff at home. So, I replaced the drum and suddenly
when I did that, the Wi-Fi that connects my printer to my computer, it just wasn't
working anymore. They weren't communicating and I couldn't find my
printer anywhere on my computer. And I'm not terribly old-school. I do have an
air print printer so I didn't have a cord that would make them communicate
and talk to each other. And I was like, "ugh! I've got to go somewhere. I've got to
print this thing off. If I don't print it off. I won't have it and if I don't have
it why go and I don't want to be late." All of this... you can imagine. It's
like pretty hectic. I'm sure you've run into this and your own business. Some of
those moments right? So what do I do? I look up all the information for my
printer. I'm finding nothing. This brand has a very antiquated website that you
know has the drivers in the software but there's like no customer service. So,
after I checked on the printers end, I'm going to say, "okay, I know I have Apple
peeps got my back. So I'm going to call them. So I go to Apple. I make an appointment.
Because I'm using my Mac. And they say you know our customer service
representative is chatting with you right now. I'm chatting to a real person
not a bot you can bet I asked for that. I said is this a real person or is this a
machine. They say it's a real person. My name is Kevin. I'm right here from Apple.
And they're helping me walk through the whole thing. Now, Kevin from Apple, he says,
"you know what Marianne, I'm walking through this thing with you. It looks
like you've got a lot of the problem solving already done and you're still
running up against some problems. Let me see if I can share your screen on my end."
So, I can actually see what's going on. This was so cool it helped me feel like
a valued customer because someone was willing to take their time and
follow me along on my screen. So you know I allowed the screen share to happen and
we're going through the steps and we're opening up the files and we're checking
the Wi-Fi and we're seeing where the disconnect is happening and we're not
finding anything. Now a poor customer relationship set would said, "well I guess
it's just your printers fault. You're going to have to check with them now. They
didn't say that. And I'm so glad because I already touched my printer and that's
why I called you guys right? Here's what they did instead. They said, "you know what
Marianne, I can actually connect to the camera on your phone and in addition to
the screen share on your computer, would you be willing to do that?" So what I did
with that and this like this is cool tech tool by the way. So there, I said,
"okay, sure what do I need to do?" They said, "well what's your phone number? We'll just
send a notification to your phone." And I open it up and right there on my phone
says Kevin from Apple support would like to view your camera and I said, "okay" You know
that's cool. So I opened it up and Kevin can now see like what my camera can see
on my phone as well as what my computer is saying. So why is that helpful? Well he
wanted to check out my printer and see what model it was. He wanted to see how
current it was. He wanted to see you know the inside. See if there were any jams
and the guy doesn't run printers but he knows his stuff right. So he's
walking me through right on the camera on my phone. In addition to the screen
share on my computer and were totally attacking this problem from every angle
that I can conceive. He went above and beyond by sharing that tech with me
and walking me through. Eventually we got the printer hooked up again. Got it
working. Everything was fine. You know it took five or six tries to do it but
Kevin walked it through with me every single step of the way. That was superb,
superb customer service. First of all because they were easy to get a hold of,
meaning I could just go online and instantly chat with a real human being.
Second of all, this person knew their stuff enough to be able to share the
tech that enabled them to see my computer screen and my camera. So they
knew their stuff. Third of all, they didn't leave until the problem was
solved. They didn't abandon me and leave me on my own devices right? So those were
three things. Easy to contact, knew their stuff and stayed with me until the end.
Great customer relationship there. Much better than the relationship I had with
the company who made my printer, who didn't have a chat option online, who
only had an antiquated website with a very old Q&A
section that wasn't open forum that I didn't find answers on. I was able to
actually find answers to find answers through another vendor. Great customer
service versus Mac customer service. That shows up in your customers relationship.
Watch our videos on how to grow this relationships. We've produced quite
a few of them right here on this Six Figure Mastermind. So go check them out
and see what you think and see if you can find some ways for you to build
really amazing unique and very strong customer relationships in your
six-figure business. You know this. Customer relationships mean everything.
So comment below. Share with the mastermind what you're doing to enhance your
customer relationships. Remember to hit the subscribe button. Leave us a comment
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