Tuesday 20th Oct 2020
As the business landscape of 2020 continues to evolve, so too does the term ‘customer experience’. As many clients’ expectations and requirements shift to enable their organisation to adapt and drive forward, brokers will need to be responsive in order to maintain strong connections and emulate a pillar of strength during an unpredictable climate.
Any successful broker will testify, gaining a customer account is half the battle, transforming them into long-term, loyal, relationships is the real test.
Here are some key pieces of advice to help you create consistently positive client experiences and continue to establish successful business partnerships well into the future.
- Listen and react
As humans, we naturally gravitate towards people who make us feel appreciated and listened to. When customers present their company concerns to you, it is your job to come up with a suitable resolution. Ask questions, listen carefully to their answers, and get to the root of the problem to better understand exactly how you can help.
Presenting a tailored financial solution will not only produce better results for their enterprise, but encourage the customer to trust your judgement, feel valued and see you as more than a ‘bolt on’ service, and rather an extension of their team.
- Be available
To establish successful and professional relationships with clients, brokers must be responsive, reactive, and communicative at all times.
As many face-face operational meetings are switched out in favour of virtual hangouts it’s a perfect opportunity to show your commitment to easing a customer’s financial concerns with regular check-ins — whether via email, telephone, or a productive video call.
- Constructive criticism
Offer your clients plenty of opportunities to give feedback about your service. Not only will this provide you with actionable tips to improve your business model, but by asking customers how you could enhance their experience shows a commitment to their account and a respect for their opinion.
Want to speak to Hitachi Capital Invoice Finance about securing efficient and advantageous business relationships and find out how we can help? Get in touch today.