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Above And Beyond: How To Work With An Affluent Clientle
I read a story about the Ritz Carlton Hotel recently that has me thinking about what it means to truly court and cater to an affluent clientle in a way that will keep them interested and involved with your product or service.
There's a policy at the Ritz Carlton that says any employee, regardless of how "lowly" their position, can spend up to $2,000 a day *without* prior authorization from management, to solve any problem or need their clients may have. And when I say any employee, I mean, any employee -- from housekeeping to desk clerks to maintenance.
The story goes that a business man was staying at the Atlanta Ritz Carlton. He checked out, went to the airport, got on the plane for Hawaii (where he had a very important presentation) and realized he had forgotten his laptop in the room. The laptop contained the only copy of the presentation. So he called the Ritz and the front desk put him through to housekeeping. Housekeeping informed him that they found his computer and asked what he would like them to do with it.
The businessman asked them if they would please send it by FedEx so that he could have it first thing in the morning for his presentation.
Early the next morning the man went to the front desk to check on his delivery. When he got there, there was a woman from the housekeeping department of the Ritz Carlton of Atlanta waiting for him. She said, 'This was too important.'
I'm quite certain this man will never stay anywhere but Ritz Carlton when he's in Atlanta, maybe when he's in any city that has a Ritz Carlton. And I'm also quite certain that he told his friends and colleagues about the service he received and that this story has generated a decent amount of publicity for an already well regarded business.
Of course, going the extra mile doesn't mean we have to spend $2,000 a day on our prospects and clients' concerns. It can mean a simple consideration -- a birthday card, a note, a phone call.
One of my coaching students, a financial adviser, recently told me a story about sending a birthday card to one of her EX clients. This was an EX client only because she was prevented from courting her due to a non-compete clause which was about to expire. My student followed up the birthday card with a phone call a few weeks later and the ex client (soon to be reinstated client) said to her, 'You know, my husband's financial adviser sent out a birthday card as well. But instead of sending me the birthday card, he sent it to my husband, whose birthday isn't for seven months.'
Mistakes happen. But this was totally avoidable and costly for that other financial adviser.
Attention to detail, going above and beyond, simple pleasantries, even a kind word. . . all of these things not only make other people feel compelled to do business with you, but they make the recipient feel good. Funny thing is, they also have the added bonus of making the person giving them feel good.
Article Source: MxGet Article Directory
Author's Bio
Kenrick Cleveland teaches strategies to earn the business of wealthy clients using persuasion. He runs public and private seminars and offers home study courses and coaching programs in persuasion strategies.
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