You can’t sell RMR unless you have the right processes, procedures, and structures in place. Building trust with clients is just one foundational piece that needs to be in place first.
Your managed services sales start long before discussions about technology or price. They start with relationships.
If you want to provide managed services, then you need to be considered a dependable partner first—and not just a service provider.
Before you can present the idea of managed services and monthly payments, your client has to trust you and value what you provide. Success in managed services is built on this foundation and framework.
By doing these six things—and doing them well—you’ll lay the groundwork you need now for managed services later.
1. Actively Listen to Your Client
How does it feel when someone talks so much that you never get to express your thoughts? Or they launch into a monologue where they talk “at” you instead of “to” you? It can be frustrating and tiring, and it can even come across as disrespectful.
As a habit, sales professionals tend to talk too much—and listen too little. It’s time to give your client the floor. They want to be heard. Go into conversations curious and ask open-ended questions that encourage conversation. They’ll let you into their world as they share what they think and lay out the problems they face. As you gain insight into what they’re thinking, they’ll finally feel heard.
Plus, once you get to know them and what they need, you can do a better job of recommending solutions when the time is right.
2. Dig Deeper and Ask the Right Questions
When you have an important and impactful conversation with a client, you leave an impression. Revenueify created a simple, customer-focused interviewing process called “FIND” that helps sales professionals ask the right questions in four critical areas:
Facts: background info on the client, organization, situation, current products and services, etc.
Important: issues: what issues the client needs to address (reduced costs, increased sales, etc.).
Needs: what the client is looking for to address internal operations, for example
Dreams: personal wins for the client and what this project means to them
Don’t make your client feel like they’re starting from square one every time you talk. Write down key information if it helps so they don’t have to repeat themselves. A client will notice when they tell you something once and it sticks with you.
3. Communicate Clearly and Transparently
Have you ever left a conversation feeling puzzled about what was discussed or unsure whether anything was resolved?
Clients should leave sales conversations feeling empowered, not confused. By clearly sharing ideas, solutions, and answers to their questions in a way that resonates with them, you’ll make customers feel more comfortable and informed, and help reduce mistakes due to miscommunication down the road.
The best way to achieve this level of communication depends on your customer’s personality, which can be determined through a DiSC profile. Do they appreciate optimism or want a no-holds-barred opinion? Do they need time to process, or do they want to make decisions quickly? Through a DiSC profile, you can learn what your client appreciates most, discover how they solve problems, pinpoint what motivates them, and tailor your communications accordingly.
4. Do What You Say You Will
Follow-through builds trust, which is the foundation for every successful client relationship.
Anyone can make a promise in the moment. Delivering on that promise is what will make you stand out.
If you say you’ll provide more detailed information next week, then make sure it happens. If you begin a phone call by saying, “I just have one quick question,” ask that question and then wrap up the call. Be honest about what you can and can’t do.
They’ll quickly learn that you’re one of the few dependable advisors they have in their corner.
5. Give Them Valuable Advice
One of the best ways to help your client is to feed them information they need.
If you come across a valuable article about a technology they’re considering or a challenge they’re struggling with, share it.
If they’re not sure about price, do the math and provide hard data about not only the expenses they’ll incur, but also the payback they’ll enjoy.
If they ask for your input, be ready to give it—along with an explanation of why you’re making that suggestion.
Over time, they’ll realize they can count on you as someone who is competent—and someone whose opinion matters to them.
6. Make It Personal
Sales conversations are sure to cover the benefits of a specific project, service, or technology to your client’s organization—but be sure to ask your contact what this project or undertaking means to them personally.
Demonstrate that their feelings and opinions are important to you, and show them that you care how your work impacts them personally. Ask them what they think, what they’re excited about, what they’re worried about, and how you can help make their lives better.
This represents the “D” in our “FIND” process, and it’s very important. Help your client think about and recognize what a successful project will mean for them personally—and for their organization.
Building Managed Services Starts with a Solid Foundation
You can’t improve sales or start selling RMR unless you have the right processes, procedures, and structures. Building trust with clients is just one of the basics that needs to be in place first.
The Revenueify REVUP Assessment helps you benchmark performance across five key revenue-generating areas so that you understand blind spots and weaknesses, as well as strengths and opportunities.
Once we complete our work, you get a roadmap that guides your investments so you know exactly how to accelerate revenue growth and maximize ROI.