Let the Clients Speak for Themselves
Professionals often tell me that clients are too busy to take calls that aren’t made for urgent reasons. They worry that the clients will be annoyed.
If you ask them why they feel this way, they will say that they would be annoyed if the call came to them. Then ask them to think of a client they haven’t talked to for a couple of years. How would they feel if she called them? They say it would be nice, but different than a call they would initiate, because the client isn’t trying to sell them something.
The answer to this concern is simple: Don’t try to sell her something. Call her because you like her and would like to know how she is doing. Call her because you have useful information to share with her. But . . . the argument drags on and isn’t satisfactory to anyone.
There is a better way to get at these concerns; suggest that the professionals take a client to lunch and ask her how she feels about getting such calls. Get the straight dope from the horse’s mouth on the level, as it were. Let the clients speak for themselves. Here are some things clients have said when asked:
1> Your competitors bring us ideas we find helpful. I always wondered why your people don’t.
2> When we were doing business together you would call and talk with me regularly. Now I never hear from you. Don’t you like me anymore?
3> Would it help you if I introduced you to other people in our firm who could use your services?
4> I always pick up something from the occasional call.
So, if you have doubts about how a client will feel about your staying in touch, ask her. If you listen to it, the market is a great teacher.