As a business development professional, you must always be switched on, ready to respond, and fully present for your clients. With clients and potential clients across New Zealand where face-to-face isn’t always possible, maintaining genuine and personal connections is vital to show commitment and availability.
Leveraging Phone Communication
My preferred method for connecting with clients is always face-to-face. However, the realities of jam-packed schedules and clients spread across the country often make this a challenge. That’s where my phone is a quick and reliable way to communicate with clients whenever and wherever needed.
Being Available
When clients reach out to me, no matter the subject, I’ll answer, even during busy periods, because it is another opportunity to engage. I let my clients know I am always available whenever they need me. Being available for clients is essential as it shows commitment. When they call, it is because they have a need and want you to help them. That means that you were front of mind and had an opportunity to solve a problem for them and solidify your relationship and trust with your client. If you can’t immediately address their needs, commit to calling them back at a specific time, and always follow through. Fast, effective and direct.
Building Relationships
Availability is just the start. Real success in business development comes from building deeper relationships with clients. The fine personal details and tone you pick up over the phone significantly contribute to building relationships. Clients often share things they enjoy or are interested in, providing touchpoints for future engagement. Actively listening and showing a genuine interest in clients as people and not a number is more authentic.
Showing Sincerity
Your expertise and trustworthiness are apparent during phone conversations. Clients can discern your knowledge and sincerity. Emails are great, but a phone call allows clients to hear the sincerity in your voice, making them feel valued and understood. These conversations allow clients to learn about you, your industry, and your understanding of theirs. Sometimes, all it takes is a phone chat after sending an initial email to meet face-to-face. The more positive experiences clients have with you, the more likely they are to become your advocates. They’ll refer you to new customers, becoming your most effective salespeople.
Five Effective Phone Communication Strategies:
- Prelude With An Email: Send an email first and follow up with a call if you’re still waiting for a response after a couple of days. You then have a reference point, ‘Hi Jenny, I am following up on the email I sent on Monday about…’
- Be Polite & Value-Driven: Be concise and polite during your calls, and always focus on the value you bring to your client. Consider what’s in it for them.
- Respect Their Time: When you call your client, even if planned, you can quickly pick up what state of mind they are in. If they are having a tough day, the timing is off, or they have other priorities. Requalify if they can take your call or offer to reschedule. Flexibility and consideration go a long way.
- Avoid Pushy Sales Tactics: A selling approach over the phone does not work, so being pushy is ineffective; however, re-enforcing the benefits of your service/product and providing some examples and references does.
- End On a Positive Note: Always conclude your conversations with an open invitation for clients to reach out whenever they need assistance. It’s a straightforward yet effective way to leave the door open for further interactions.
In an increasingly digital world, having real conversations on the phone will always be one of the most powerful tools for BDs to build strong relationships with clients. Becoming skilled at effective phone communication takes time, but it will help establish trust, credibility, and long-lasting connections in your business.