The document outlines 6 steps to retain good customer relationships: 1) Make yourself pleasant to do business with by being polite, respectful, open, honest and transparent. 2) Do what you say you will do by delivering on promises and communicating any issues. 3) Resolve problems quickly and efficiently, even if the customer is not always right. 4) Listen to customers by listening twice as much as talking and hearing their opinions. 5) Make it about the customer, not yourself, by asking what they want and using analytics to drive targeted communications. 6) Keep in regular contact through relevant content to cultivate the relationship and show service value.

1. How to retain good
customer relationships
in 6 steps

2. 1. Make yourself
pleasant to do
business with

3. 1a. Improve you
Be polite &
respectful

4. 1b. Improve
your pitch
Be open,
honest &
transparent
with clients

5. 1c. Improve their
experience
Set a clear service
strategy to maintain
positive customer
relationships

6. 2. Do what you say
you’re going to do

7. 2a. Deliver on your
promises

8. 2b. Communicate
Share any issues,
solutions and progress
with clients to maintain
trust and build positive
relationships

9. 3. Resolve problems
quickly and
efficiently

10. 3a. Long-term gain over
short term pain
Fix problems fast, even
if you don’t believe ‘the
customer is always right’

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12. 4. Listen to your
customers

13. 4a. 2 ears, 1 mouth
You should
listen twice
as much as
you talk

14. 4b. Their opinions count
Hear what they say,
not what you think
they are telling you

15. 5. Make it all about
THEM not YOU

16. 5a. Ask what they
want
It’s easier to do the
right thing if you
know what it is

17. 5a. Employ analytics
Sales analytics software
gives insight into
customer behavior
and drives targeted
communications

18. 6. Keep in regular
contact

19. 6a. Bespoke messaging
Relevant content is essential
to the success of your
communications

20. 6a. Keep front of mind
Regular contact allows
you to cultivate your
relationship and show
the value of your
service to them

21. THANKS FOR READING!
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