How Do You Make Your Clients Feel?

Think about the last interaction you had with your service provider. Think about how you felt at the end of that interaction. There are three ways you could have felt. You may have had a negative reaction. It may just be a neutral reaction or a positive reaction. These reactions may be random, but as […]

What to do When a Client Leaves

I remember in my business many years ago when I had a client who was a faithful, regular client.  We had lots of work from this client, and then very abruptly they said, “We’re going to cancel and we’re going to do this ourselves.  We won’t be using you anymore.” When you love your clients […]

How To Encourage Referrals

A great way to grow your business is through referrals. If you ask people what the most successful way to grow their business is, often you will hear through word of mouth referrals. The reason is because instead of having a cold contact that you have to get to know, a referral is a warm […]

Being Memorable: Clients Hire the Business that is Top of Mind

Think about the last time you had to hire a service provider. When you thought about who to hire, it was probably the one that was top of mind. Maybe you remembered that business because they had great customer service. Maybe it was the way they interacted with you. Perhaps you remembered that they provide […]

Do Your Clients Ever Have Buyer’s Remorse?

Have you ever had buyer’s remorse? You may have made a big purchase or a big commitment to a long term contract.   After you do it, you have that sinking feeling in your gut.  You think, “What have I gotten myself into?”   What if your clients have that feeling after signing on with you? […]

The Power of Reciprocity

Did your parents ever tell you to “do unto others as you would have them do unto you?”  Even though I didn’t want to hear it as a kid, it really is good advice.  Dictionary.com defines reciprocity as a mutual exchange.  Basically, reciprocity is when you do something nice for someone, they tend to want […]

Connect Everything To Your Brand

Everything you do in your business should be aligned to your brand. That includes follow up, mailings, and even client appreciation gifts. However, aligning with your brand is different than being “branded.” When you think of something being branded, you may think of a farmer branding a cow or a promotional product bearing a company […]

Customer Appreciation is NOT a Sale!

If you search Google or Twitter for “customer appreciation” a lot of what you will find are sales. Dictionary.com defines appreciation as “gratitude; thankful recognition.” Somehow marketers have decided that an invitation to buy stuff at a discount is a form of appreciation. At the end of a customer appreciation sale, the customer spent money […]

Smashing Numbers Podcast

  Deb Brown, founder of Touch Your Client’s Heart, loves to surprise and delight her coaching clients. How does she do it? It’s something you already do… but probably only with friends and family. It’s just one strategy Deb uses and promotes to strengthen the most important element for success in any business: relationships. Too […]

When Clients Face Bad News: How to Support them in Difficult Times

Have you ever encountered a business relationship where you knew the person was facing bad news on a personal level?  Perhaps it is a client’s medical diagnosis or a death in the family.  Maybe your client is going through a divorce.  In personal situations like these it can be difficult to know what to say […]