Relationship selling is all about establishing long-term connections with your customers in order to generate repeat business for your company. It also minimizes the need to constantly market your services to potential new customers.
Three basic elements are essential to building and maintaining relationships with your customers: intimacy, passion and commitment. If your business is going to succeed, these elements need to be integral parts of your business culture.
Intimacy in business? You are probably wondering, “What does that mean?” In your personal life, intimacy is all about getting to know someone at a deeper than usual level. It’s the same in business. Building intimacy involves getting to know all about a potential customer — its goals, who the business serves, the conditions within which it operates, and so on. It also involves developing a deep understanding of the needs of the shipper.
Building intimacy is not a passive process; it doesn’t just happen. That’s because most businesses are not going to call you up to say, “I want to tell you all about me and my needs.” Instead, you’ll have to ask lots of questions to find this out. When you do, you will not only get the information you need to determine if your business can help satisfy a shipper’s needs, but you’ll also demonstrate that you care about the shipper. In turn, this will make it more likely it will want to listen to what you say and that you’ll be able to distinguish yourself from your competitors in its eyes. So don’t be shy about asking shippers lots of questions when you are going after their business, and remember that you can ask the questions in a light-hearted way. In fact, if you are super serious, you may scare the shipper off.
Tip: Although building intimacy is something your salespeople should be doing, it’s also something that everyone in your company should do. They need to stay attuned to the needs of your customers and by doing whatever they can to meet those needs.
Your passion or enthusiasm will help demonstrate to your existing customers that you want to keep their business and to potential customers that you really want their business. It can make the difference between cementing your relationship with a customer and losing it to a competitor and between getting and not getting a new customer.
Commitment demonstrates that you will do what it takes to meet a customer’s needs and that you will do what you promise. For example, if you tell a customer that you will provide a quote in 5 minutes or that you will deliver a load within a day, you do. Your commitment to a customer will demonstrate that you are sincere and can be trusted – two qualities that will make your relationship with one another last.