Article by Kevin Davis, Technical Product Manager, LabTech Software
By becoming your clients’ trusted advisor, you provide the best defense against your competition. You don’t want to be just another vendor. You want your clients to come to you for everything technology related. When the copier breaks, you want your client to call you, not the copier company. You must become the one-stop shop that they can trust to get anything done.
So how do you get there? Follow these 6 tips and you’ll be well on your way to becoming your clients’ go-to source for expert tech support.
Put Your Clients First
First and foremost, a trusted advisor puts clients’ needs first. Sustaining the relationship rather than focusing on the outcome of the business at hand is a top priority.
Understand Their “Why”
Trusted advisors go beyond meeting clients’ explicit and obvious needs by developing a deeper understanding of their implicit, and often hidden, needs. Through active listening and asking the right questions, you’ll be able to establish a relationship where you can proactively manage your clients’ pain points, rather than addressing them reactively as they arise.
Be an authoritative figure on the subject matter at hand by maintaining up-to-date industry knowledge that will enable you to provide clients with expert, top level service.
Deliver on What You Say
The industry expertise that comes with constant industry monitoring is incredibly valuable when it comes to establishing a client connection. However, to turn that credibility into a lasting trust relationship you must be reliable.
To be an effective advisor you must learn to “recognize, deal with and respond to client emotions.” Empathy is key. Treat clients first and foremost as people, not as members of a group. Lend a sympathetic ear and provide not only support, but also affirmation and appreciation.
Above all, the trusted advisor is in it for the long-term relationship, not the short-term gain. Connect with your clients between projects; they typically prefer just as much contact, if not more, outside the confines of specific fee-based work.
You can read the fill article at the LabTech Software Blog
Want to know more about the LabTech IT Automation tools and how it can help your business? Contact our Product Manager, Jonatan Bucko on 0118 898 210.