What you gain by visiting clients can far outweigh the possible downsides.
Spending the time and money to visit lets them know their business is important to you. Being able to observe operations and the work environment is also a valuable learning experience: if you understand your customers’ needs, you can serve them better.
“Sometimes you learn what you’re doing right, or you get hints of what isn’t going so well,” said Theo Rumble, president of Fresh Start Produce Sales, Inc. in Delray Beach, FL BB #:155975.
Listening, he said, with a positive attitude, is pivotal to a good relationship—so allow customers to do most of the talking.
In addition to listening carefully, as your mother probably told you, eye contact is key. It’s a sign of respect and key to reading nonverbal behavior, which can’t be accomplished over the phone (with the exception of video chats or calls).
Visiting also provides the opportunity to meet support staff in the fields, office, warehouse, or elsewhere and to put faces to names. Making the time to meet as many people as possible, and shaking hands, sends a positive message.
Remember the old adage, “people prefer to do business with someone they know”? Meeting face to face is one of the best ways to truly “get to know” customers on both a professional and personal level.
Mike Horvath, director of sales for Original Produce Distributing, Inc. in Chicago, BB #:210491 takes it a step further and says, yes, make it personal.
Knowing the names of a customer’s spouse or children and who plays soccer, remembering his/her favorite sports team, or whether the family took a long-awaited vacation shows you care. Remembering these details can help strengthen a professional relationship.
