This post is part of the One Goal Project to achieve exceptional performance at work. Learn more about the project. Learn more about April’s Goal.
Practice finding growth everywhere. (Source: iChaz)
Last week, I sat down with Graham Skidmore, the VP of Growth and Opportunity at Quicken Loans. Graham is an accomplished and award winning leader of sales people and creator of successful sales teams. He has spent the last 11 years at Quicken Loans, and is someone who can help grow your Client Service skills.
Your Goal for this Week: Try to practice at least one of the tips Graham offers below!
My only interview question to Graham was “what are the Client Service lessons you have learned over the course of your career?” These are his responses.
1. Think like your Client and ask, “What’s in it for me?”
All your Client cares about is what’s in it for them. They definitely do not care about your policies, processes, or procedures. Therefore, never say “you can’t” do something, always find a way to say “what you can do.” To help understand your Client’s needs, ask them “What is the outcome you desire?” or “What is an acceptable solution?” Then, ask your Client for recommendations and suggestions as you go about solving their problems.
2. Listen. Really listen.
If you find yourself talking more than 30-40% of the time when you are with a Client, you should put yourself in check. Instead, ask a lot of questions to find out how you can meet your Client’s needs. After all, how can you meet the needs of your Client if you are talking all the time? [Note from Regis: Be sure to check out this post on Building Rapport with your Leaders. The same lessons apply to Clients.]
3. Develop loyal Clients.
The first step to loyalty is honesty. Always be extremely fast in updating your Client with news, good or bad. Even bad news is well received better when it’s received promptly. How you handle yourself when things go wrong is how you gain loyalty. Bottom-line: don’t give excuses, apologize when something goes wrong, and set proper expectations with your Client. It might not always be what they want to hear, but they will value the truth.
4. Take adversity head on.
When things get to the point where they are so bad all your Client can do is yell, shut up and get yelled at. Let them vent. Then, they are more likely to listen. Take notes on what the Client is saying (you don’t want to miss ANYTHING – this is a great learning experience). Then, recap the concerns, provide solutions, and ask, “Did I address your concerns?”
5. Truly care about making Clients happy
You can’t fake sincerity and being genuine. Just be sincere in what you do. It will help build a bond between you and the Client. [Note from Regis: remember, what you don't do is just as important as what you do, so put yourself in check by asking "what am I not doing right now that would show how much I care about this Client?" Then, do it!]
6. Always put the responsibility on you, not the Client.
Things go wrong. They always do. Throughout my career, my biggest times of growth have been from my biggest times of pain. When failure happens to you, simple say to yourself “I gotta fix this.” Failure isn’t an option, so you need to change yourself to make things right.
7. Create good client service through your team
Treat your team like you’d treat your Clients (like you’d want to be treated!). Listen to team members, never assuming you always know the answer. Teach your team how to do this by creating the same atmosphere with your team that you want with your Clients.
Note from Regis: Graham’s final point hit me the hardest. He said: “I need Clients more than they need me. They need to feel that.” That’s what this month’s goal is all about. Good luck achieving exceptional Client Service this week!
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