Just wanted to share a short blog entry on giving your customers a great experience while engaging in a customer-relationship.
Use Outlook Invites. Confirm your meeting appointments by Microsoft Outlook meeting invites. By not only do the invite, do it RIGHT!
- Use subject field to specify the shortest ever subject to you can do, but it has to describe the meeting purpose in whole.
- Use location field to specify the location of the meeting. The whole address. If you have a conference call, specify “Conference Call – Rasmus to call Jeff” to it is clear to everybody who is engaging. If you have a meeting conference number, specify that – “conference call – number xxxxxx, participant pass code xxxx#”.
- First lines of the text, again – specify the mobile number and meeting participants!
- Add an agenda to the meeting. You do NOT meet a client, without it. Simple one here:
Agenda
– Introductions and why we meet
– Presentation of Customer X and the challanges You may face
– Presentation of Us and how to solve your challanges
– Evalutation and next steps (recap and actions)
- Call the day in advance to confirm, if it is the first time you will meet that client.
- Drive 15 minutes prior to estimated departure – you could easily waste the customers time driving around to find a parking spot or building 56931??
- Understand my previous slide – pay attention to the detail, do not quick-slide through it, as you are wasting your customers time.
- Include a Google Maps or Bing Maps link – or even image, if the location is hard to find!
- Use a professional hosting service, and an Windows Mobile or Exchange Sync capable device. You will benefit from having ALL detail in your hand, with-in a click on the appointment; address, phone numbers to call in late, maps and agenda!
These points will help you get through and to the meeting, but calm your customer – that you are in control.
Business Cards. Burn them. And I mean it. Burn them. I do not want to sit down and type 10 business cards every day, just because I am selling. And no – scanning devices does not work!
- If you do not want to burn them, print a new one, with a Microsoft Tag on it. Read more on http://www.microsoft.com/tag/ – it saves you time and is a great experience to deliver for your customer!
- Pre-sent a vcard to the customer with your details, prior to the meeting. Ask for their vcard!
Use Microsoft Dynamics CRM and/or OneNote to cover your meeting details, and write a memo from the meeting.
- Confirm the details agreed on the meeting. Confirm actions and dates.
- Add a “if anyone has additional information or changes, please inform” so no one skips the opportunity
- Track the opportunity and call back for evaluation!!!
Last but not least – pay attention to the detail. And understand my previous post…
rasmus foged blog 