The survival of a business or company depends on its clients. Employees are trained to ensure an excellent customer experience and secure repeat business. However, achieving this is easier said than done as the majority of customers are treated as just that—customers.
For Matthew Ziegert, who’s one of the highest-producing mortgage lenders in the country and a branch manager at Cardinal Financial, helping clients and ensuring they’re given the best service is what he’s all about.
The biggest mistake companies and their employees make is that they don’t work on growing their relationships with their customers. So, what is Ziegert’s approach? He listens carefully to each client who comes into his office or calls his phone number, and that means more than just hearing what they have to say; Ziegert goes above and beyond by taking into account each person’s stories and goals.
“I see my customers as real people with real goals, needs, and dreams. This allows me to match them with the best loan and create a truly seamless lending experience,” Ziegert says.
When someone creates strong relationships with their clients, it benefits them in multiple ways and creates new opportunities for them. From referrals to repeat business, one positive experience can result in even more, so companies of all sorts should follow in Ziegert’s footsteps.
How to Build Better Relationships With Clients
As already mentioned, the first step to building an excellent relationship with a client is by carefully listening to what they have to say. However, Ziegert also recommends going a step further and actually connecting with the client.
“You should try to establish a connection with your clients. Don’t just ask them business-related questions. Go a little further and ask them how they’re doing. Don’t pry into their lives. Instead, just show genuine interest in their experiences at your business,” Ziegert says.
He also points out that it is desirable to give clients the opportunity to complain.
“Let’s face it; nobody’s perfect, and neither is your company. Even though it’s discouraging to hear negative comments about your business, make sure to encourage that sort of conversation. Let customers know they can come to you with problems and that you will do your best to fix them. If someone leaves a negative review for you, always reply to them and make amends with the customer,” Ziegert says.
According to recent studies, 80% of a company’s future profits come from 20% of its existing customers. Yet, the average business loses about 20% of its customers because it fails to establish and nurture its professional relationships with the clients.
Ziegert has earned himself countless five-star reviews across websites like Lending Tree and Zillow, where clients rave about the service they have received. Repeat customers are incredibly profitable, and Ziegert has found an excellent strategy to maximize his customer retention rate that he’s happy to share.
