When we speak of being “over-served” normally we are referring to something that has to do with adult beverages. Not always, however. Tony Pappas represents the best of professional salespeople, and has been a consistent sales leader over a career that spans four decades. Tony wholesales insured investment products for John Hancock, calling upon independent financial advisors. Recently he spoke with one of his best clients, an advisor in Michigan, and Tony asked his client for the secret to his success. The advisor said that one factor in his success was that he consistently over-served his clients. This advisor’s clients received such a high level of service that these clients consistently told their family, friends, business associates, and neighbors about the advisor’s exceptional service.

Tony gave me another example of exceptional service. He took his wife, Judy, to the Capital Grill in Troy, MI for dinner. Capital Grill is a high-end chain restaurant known for exceptional food and premier service. When Tony and Judy arrived for dinner, the server asked if this was a special occasion. Tony responded by telling the server they were celebrating their fortieth wedding anniversary. The server returned with complementary champagne. In short order a photographer arrived to take a photograph of the Pappas’. The head waiter and general manager soon arrived with greetings and congratulations. When they left the restaurant, the maître d’ presented them with the photograph – framed! Two days later they received a congratulatory card from the restaurant.

Do you think they will go back? Might they recommend Capital Grill to others? I suggest they are enthusiastic customers – for life.

How do you make your clients feel special? What client service touches demonstrate your appreciation for their business and relationship? Would they say you are their only advisor – their advisor of choice? Over-serve your clients, and you will increase your business through repeat sales and non-stop referrals.

Good selling!

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This entry was posted on Tuesday, May 6th, 2008 at 8:39 pm and is filed under Client Relationship Development, Customer Sales Through Service, Practice Management, Press Releases. You can leave a response, or trackback from your own site.