Treat Your Clients Like Royalty: Improve the Client Experience and Dramatically Increase Your Income

By Gregor Hočevar, Raymond Aaron and Loral Langemeier

Gregor Hočevar's business enjoys success, due to his use of communication, behavior and knowledge, the critical skills for creating an amazing client experience. This book is a manual regarding how to treat your clients from the first interaction through the completion of a sale and beyond. By following the steps outlined, you can build trust with your clients that keeps them coming back. Right from the first chapter, Gregor gives you critical tools and principles for success, breaking down aspects of the client experience and how you can make it better. He also shares examples from his chimney and fireplace business to demonstrate those tools and principles in action. Building a business takes work and effort, yet it can all be for nothing if your clients do not have an amazing experience! Treat Your Clients Like Royalty: Improve the Client Experience and Dramatically Increase Your Income is where Gregor shares how he has grown his business by creating an amazing client experience with every interaction. Treating your client like royalty starts by building a culture where every employee is focused on creating an amazing client experience to keep them coming back and dramatically increase your income. Treat Your Clients Like Royalty demonstrates how to grow your business in a way that will keep it profitable for years to come!

• Language: English
• Publisher: BookBaby
• Release date: Aug 15, 2019
• ISBN: 9781772773002

Book preview

Aaron.

CHAPTER 1

LISTEN AND BUILD TRUST

The world of business can be an amazing place. I connect with individuals, find out what they need, and provide a product or service to address that need. Now I have a relationship, one that allows me to offer other products and services across time. I have been in business for many years, and along the way, I learned valuable skills to assist me in connecting with individuals who use my services.

As a promoter of my business, it is critical that I am not fake or pushy. We have all run into that type of businessperson. Their focus is to sell you on a product, regardless of whether it will work for you or not. My goal is to help you understand how to build a relationship with your clients, one that will allow them to see you as an ally, instead of a pushy salesperson that they are trying to avoid.

I have worked in the chimney care and maintenance business for years. In my industry, technical knowledge is key to making sure a chimney is working properly and to keep the homeowner safe. However, I also found that homeowners want to feel heard. They need to feel as if you are not going to push their questions aside. This chapter is all about the first and most critical skill you need in business, and that is the ability to listen and listen well.

The Art of Listening

When you start a conversation with a potential client, you need to be prepared to listen and take note of their concerns and needs. It is not about creating a pitch to push the product that you want to sell them. Part of listening is recognizing that you need to hear what they have to say, instead of focusing on what you are going to say once they stop