Our clients and customers keep us in business. Show them the respect they deserve. Prep the meeting room beforehand, meet them in the lobby, take their coats, offer beverages, stand when they enter a room, escort them out. What are some of the ways YOU convey respect to clients?
Executive Etiquette Tip – Client Courtesy
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This tip received a huge response from the LinkedIn Groups I posted it to. Here are some of the great ideas shared by readers:
Always be on time!
Send birthday cards.
Say “Thank you! – I really appreciate your business.”
Introduce them to people you think might be good clients for them.
Connect them to local reporters so they might get some visibility for their company.
Computer records of meetings and other unseen info is great for you but conveys nothing to the client. Why not demonstrate how keen you are on their business by taking a business file marked clearly with name and logo, start date of business and prime contacts. Use it so they see the info inside.
Make notes from your phone calls and meetings and keep in your database. Before a client arrives, review the notes to see if there were any special things to touch base with the client about – both personal and business related.
Preparation is key to a good impression. Think about who the client is, who is visiting and why and make adjustments to the meeting room. Afterward that narrative of who they are and what they want, and how they want it, is conveyed to the rest of the team.
Stick to your agenda and time goals. Many clients have busy schedules, and depending on the program being offered, may have other commitments prior to, or after your engagement. Sticking to agenda and timing goals shows the client that you are cognizant of their professional responsibilities outside of this event.
If the location is where a senior officer of the company is available, introduce the guests to that person.
If the client is in the room and the meeting has started and your staff member or colleague arrives late, do not start over and explain what you have covered. Your client’s time is valuable. They don’t need to hear a repeat because someone came in late.
Turn off your PDA, phone, etc. until the meeting is over.
Tips for a longer/day-long meeting:
- provide an agenda and meeting objective
- provide a listing of attendees with business cards
- if showing samples, offer to ship them to their office
- ensure the meeting room is set to a proper room temperature
- request all attendees from your company be on time and prepared. This includes previewing and approving their presentations and collateral materials.
- provide enough time at breaks for the clients to check their voice messages and return calls. If necessary, provide a workstation or office for them.
- if you know your client prefers a brand of food, snacks or drinks; make it available.
Convey respect to clients by calling them every month or so and asking how the work is going, what they like about the team/the work and what they don’t. I am then able to tweak accounts accordingly, ensuring quality work and happy clients. That one little 20-minute conversation makes a big difference to them and shows that we value them and are willing to change to make things better.
If customers are coming in from out of town, meet them at the airport with transportation that brings them either to your location for the meeting or to the hotel. If they are taken to the hotel, then meet them in the lobby in the morning to escort them to the meeting.
One of the MOST important – LISTEN!