Practical Sales Training™ > How To Keep Your Clients Happy > The Dedicated Contact Effect
What is it?
The Dedicated Contact Effect is all about providing your clients with a dedicated person or phone number for whatever they need.
Why does it work?
It works because it makes it easier for your client to know where to get any help they may need and it demonstrates that you have already thought about and catered for any potential needs. When you have a dedicated point of contact you feel valued and cared for as that person is employed to help keep you happy – rather than just being another anonymous number in a pool of clients.
How can you use it?
Depending on your offering, could you create a dedicated hotline or provide a dedicated account manager for your clients to directly contact in the event of needing assistance?
Example:
Imagine signing up for a business banking account and, instead of being directed to a generic call centre, you’re given a direct line to your personal account manager, Sarah. She knows your business, your setup, and your goals – so any time you call, there’s no repeating yourself or waiting on hold. That single point of contact makes you feel supported, important, and much less likely to leave for a competitor.
Simplifying touch points
Making it easy for people to interact with you and buy from you is a crucial factor but so easy to miss. Here are 9 ways you can make it easier for people to contact you:
- Catchall email – Never miss an email by ensuring that [email protected] gets delivered.
- Memorable phone number – If you want people to call you, make it easy for them to remember your number.
- Simple Email Address – Make it easy for people to email you by having “obvious” email addresses.
- Freephone / Freepost– If you want people to call or write to you, then making it free ensures there are no barriers.
- Simplified URL – Using a domain that’s easy to read, write, speak, spell and remember makes life easier for your buyer.
- Start here domain – Make it easy for new buyers and clients to know how to interact with you.
- Misspelt domain – If there is a common misspelling of your name then it makes sense to own the .com domain.
- DM Word – Make it easy for people to direct message (DM) you by giving them a keyword to use.
- QR Codes – Make it easy for people in the real world to find you online.
