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REWARDING CLIENT LOYALTY
There is no question that technology has revolutionized the way people all over
the globe do business. Yet few software programs or new gadgets can begin to
compete with the mileage you can get out of a handshake, a relaxed chat over a
good meal, or a handwritten note that cheers someone’s day.design
No time for the human touch? Not your style? Think again. We believe if
you’re not investing the time to show your clients how much you value them,
your competitors will be more than happy to do so. As your focus shifts to
growing your business, you must not neglect the necessity of strengthening relationships
with your current clients so they will be right there beside you as you
expand operations.design
On the subject of client loyalty, Bob Wages, who opened Wages Design in
Atlanta in 1979, clearly knows what he’s talking about. “In this city, the key to
success is not letting success go to your head,” he says. “I learned you never take
people for granted: not your family, friends, colleagues, or vendors—and especially
not your clients. They are the people you keep.design
In his bestseller, The 7 Habits of Highly Effective People, Stephen R. Covey
emphasizes the importance of attending to relationships in our professional as
well as our personal lives. He uses the expression Emotional Bank Account,
which he defines as “the amount of trust that’s been built up in a relationship.” “If I make deposits into an Emotional Bank Account with you through courtesy, kindness, honesty, and keeping my commitments to you, I build up a reserve,” Covey writes. “Your trust towards me becomes higher, and I can call upon that trust many times if I need to. . . . When the trust account is high, communication is easy, instant, and effective.design According to Covey, there is no “quick fix” when it comes to building and repairing relationships. That’s why he cautions us to make regular deposits in our Emotional Bank Accounts with those with whom we wish to stay in a good relationship.design Resolve now to make it a priority to let your clients know that you know that they are the very foundation of your business. Here are five useful strategies for reaching this goal.design