Being Client-Centered is Good for Your Business

Michele Warg
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Professionals who model their companies to offer client-centered sales and customer service environments build a reputation for success and loyalty from their customer base. Tailor the company culture to cater to the needs of your customers and equip employees and sales representatives with the skill set to attract and retain loyal clients who are satisfied from the start of the transaction to the end of their customer experience each and every time.

One method of developing a client-centered sales model is to adopt the While Client Model, suggests Russ Alan Prince with Forbes. The While Client Model focuses on training employees and sales professionals to possess a deep understanding of individualized strategies for working with wealthy clients. Sales professionals must identify the goals and critical concerns of clients, their financial needs and limitations, and their interests that relate to the company and its products and services.

The practice of client-centered sales also involves building relationships with your customers. Employees must take the time to get to know what clients need and what they desire in a customer service experience. Ask questions to evaluate the issues and problems your clients may encounter, and brainstorm solutions to simplify their professional and personal lives. Sales professionals who are invested in developing a relationship are better able to build loyalty and trust with the client and retain business.

Client-centered sales techniques also focus on the value of customer momentum. Seek out techniques to satisfy existing customers instead of focusing solely on how to attract new clients. Customers who are satisfied and feel valued often naturally market the products and services for your company. Sales representatives who put time and effort into every interaction with clients build relationships that prompt clients to tell their associates and friends about the superior service your company has provided.

Train your employees to represent the front line with positive and can-do attitudes with every client. Client-centered sales techniques focus on troubleshooting problems and issues quickly and with ease to enhance the customer experience. Follow through with your promises to resolve issues, and maintain contact with the client during the process to gain his trust and maintain his loyalty. Utilize a variety of communication methods that are convenient for clients. Some clients prefer face-to-face meetings, whereas others may appreciate a phone call, text message or email. Reach out to clients on social media to offer discounts, promotions and tips for using your products and services.

Client-centered sales methods involve more than just providing a superior product or service. Deliver satisfaction, personal interaction and cater the sales experience to meet the needs of your clients and customers. Make each client feel valued to maintain your ongoing business relationships and improve the reputation of the company.

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