FMF035 - Do You Have A Client Induction System?

It's No Secret with Dr T.

The aim of having an induction system is to ensure that first-time users of your business are greeted correctly and consistently when they arrive, and the key is consistency.

Depending on your industry you may use client, patient or customer. The terminology may be different, but the principles are the same.

When a client arrives at our business, it is essential to acknowledge them immediately. It doesn’t matter how busy everyone is; it’s not difficult to give someone a simple smile to recognise his or her presence.

There’s nothing worse than arriving somewhere, and the person at the front counter continues to talk on the telephone and does not acknowledge your existence. When you’re left hanging, sixty seconds can seem like an eternity.

I get annoyed when I’m ignored and treated poorly.

What message do you want your clients to receive when they arrive at your business?

Your client induction system is more than just a greeting. If it were just about greeting a client, it would be called your client greeting system, but it’s not. Your client induction system is about creating a positive, lasting impression, which is what you want your clients to take away with them when they leave your business.

If your business uses an induction form for new clients, make sure it is completed fully by each client, and enquire if you cannot understand their handwriting or if the spelling looks a little odd.

It’s better to ask straight away while the client is in front of you rather than trying to phone them later on. With today’s technology, you may find the client has already supplied most of their information online.

If a client refuses to give you all their information, this is your first indication that you may be dealing with a C or D type client.

Here’s how simple your client induction system can be:

• The client arrives: make sure you greet them with a smile.
• If you’re busy with another person or you’re on the telephone, always acknowledge their presence.
• Have them complete your client induction sheet if not already completed.
• If your business runs by appointments, let them know if there’s going to be a delay, and keep them updated with their waiting time.
• Offer them a co ee, tea or glass of water while they wait. How simple is that, yet it’s often overlooked.
• If the client wants to talk and if you do not have other clients to deal with, talk with them. It is far more critical than shuffling paperwork, and it builds good long-term rapport.
• Finally, 'NEVER' discuss personal issues with other team members at the front counter.

Does this induction system seem difficult to follow? No, it doesn’t. But if it’s so simple why do so many businesses get it wrong?

Do they not care, or has the business owner simply neglected to write an induction system for the team to follow, and now everyone makes it up on the run?

When a client visits your business for the first time, or when an existing client returns, you want it to be a positive experience. Therefore your business should always be bright and be inviting.

Floors should always be clean, magazines should be up to date, and the overall layout of the business should look organised and uncluttered. Sometimes it’s the simplest things that leave a lasting impression and make clients talk about your business long after their visit.

Once a week, you should step out of the confines of your office and sit in your waiting area, or walk the floor of your business and look at things from a client’s perspective. If you have waiting chairs, sit in each waiting chair and look around.

You may be surprised what you can see, which is often overlooked by the rest of your team who work on the other side of the front counter.

If you have any questions you can email me directly at [e-mail]

It's No Secret Business Conference

On the 17th and 18th of August 2018. I will be holding a 2-Day It's No Secret Business Conference in Cairns and this year's theme is 'Communication, Persuasion and Influence'. My Keynote Speaker is David M Frees from Pennsylvania, who was also my guest on Podcast Episode 2. Bookings are NOW OPEN, and for more details, please visit my EVENTS page. (Limited to 50 attendees)

There will also be seven local business owners and entrepreneurs. (Nicky Jurd Ep:29, Deb Johnstone Ep 35, Tara Diversi, Gerlinda Stella, Kerri Brown and Leticia Moran)

FREE DOWNLOADS:

First 16 Pages of My Book – It’s No Secret There’s Money in Small Business.

12 Secrets to Get More People Through Your Front Door.