Building a long-term relationship with a customer ensures you are building a client for life. This begins the minute you meet them in the store. It’s at this point, they are assessing whether you are the person that will help them get what they need, even if they have no idea what that is yet! Below are some key steps to establish a rapport, build trust and creating a bonding experience that result in a long-term relationship.
Connection is key!
Establish common ground.
Authenticity is important. Welcome them in, as if you were welcoming a friend into your home. Ask if they’ve been in before. Be attentive and offer information that is helpful and productive to helping them accomplish their goal.
Key Questions
Essential questions are open ended questions about functionality, lifestyle, and personal taste. Avoid questions that can simply be answered with a yes or a no. Ask clarifying follow up questions. If your client comments that they like something specific, ask what they like about it? Color? Texture? As you move through clarifying questions, dig a little deeper with thoughtful follow up questions.
Sketch
Gathering information and creating a quick sketch with your customer shows you are truly engaged and want to learn more about their project. Sketching is incredibly valuable because it helps cement the bond you are building with your customer and shows you are listening and actively involved. This is also the time and place to gather “facts” about the scope of the project, to further enhance your experience together.
Reflect
The person who talks the most, loses. Listen to your customers, gather information, and really take the time to understand your client’s style and needs. This will give you the opportunity to utilize your design skills to provide ideas that are curated to the specifics of your customer and ensure they have a well thought out design plan.
Create an authentic experience that shows you really care about helping them create their dream home. Stop trying to “sell” to your customers and truly focus on finding out what their wants and needs are, and you will build relationships that will last a lifetime.
Call us at 404-432-2137 or email us today to learn more or to schedule a consultation with our entire team of experts!
