Relationship Building

Dale Carnegie Training®

Question:

I need some guidance.  I’ve always felt that closing a deal is not the end, but the beginning of a partnership.  It has been challenging at times, though, to continue the relationship after the deal is done, since my focus is to generate new revenue for my company.  My company feels that “upselling” an existing customer is not as fruitful as new customers.  What are your thoughts on the matter?

Answer:

In today’s fast pace world, it is very difficult to cultivate and maintain a relationship with a client but that is exactly what successful salespeople are doing to stay at the top.  Most sales leaders approach their work with the goal of building long-term relationships.

From the get-go, the focus isn’t on what can you sell customers but on how you can forge lasting ties with customers.  This means knowing your clients and gaining their trust.  It takes some real groundwork.

To start, you do what is often called pre-approach.  Among other things, that means targeting—geographic area, sector, size of firm—and then planning around your target.  This gives you credibility at once and plants the seeds of trust.

You should position yourself as a sales consultant, collaborating with the client on the right directions and the next steps.  You’re turning your client into a partner. Together, you develop a solution.  As the consultant, you have to decide what type of solution makes sense, whether an off-the-shelf answer works, if customization is indicated, or if some mix of several alternatives is best. 

In a nutshell, do what you say you’re going to do.  Honor commitments, follow up as promised, keep in touch.  This increases your visibility and credibility—and fosters customer loyalty.  Soon, relationship building will become second nature and you can completely focus on new business.

If you have any business related questions or would like advice on other workplace issues, visit our web site at www.bc.dalecarnegie.com or mailto:paul.sinkevich@dalecarnegie.com

How to Raise Employee Retention Rates

Question:

I was just hired in the human resource department of company that has had a less than stellar history of employee turnover.  One of my major projects this year is to create a plan of action to raise employee retention rates. Do you have any suggestions on how I can raise my retention rates?

Answer:

Employee retention is a major issue in all forms of business.  Many companies fight to retain employees by raising salaries, however this is not a cost effective way to deal with turnover.  Dealing with employee retention can be a low risk high benefit investment.  Here are a few ways that you can fight employee turnover at a minimal cost.

1.       Relationship with Manager – A recent Gallup poll revealed that a key indicator of employee satisfaction and productivity is employees’ belief that their boss cares about them and can be trusted.

2.       Recognition and Appreciation – Some people are more driven by incentives other than money.  Celebrate achievements both individually and as a team; write a note of thanks or recognition with honest, sincere appreciation.

3.       Stimulating, Fulfilling Work – Include employees at the beginning of projects.  Employees will be more enthusiastic and you will be surprised to see the creative results and different opinions that bubble up.

4.       Clear Career Path and Opportunities – Providing training opportunities with respect to new skills and career development is an indication that a manager or company is willing to invest on behalf of employees. Encourage employees to join professional organizations by paying membership fees and giving the time off to attend lunches and conferences that foster professional growth.

5.       Respect a Balanced Life – Acknowledging and respecting the importance of family and personal life of employees prevents burnout and fosters loyalty.

If you have any business related questions or would like advice on other workplace issues, visit our web site at http://www.bc.dalecarnegie.com/ or mailto:paul.sinkevich@dalecarnegie.com