5 Tips for Meeting New Clients
The
first meeting with a new client is a lot like a first date. It's a chance to
put your best foot forward and lay the foundation for a successful long-term
working relationship. Then again, a first client meeting is also like a job
interview. You want to ooze professionalism, inspire confidence and thoroughly
convince the client that your potential client's money is in good hands.
We've
assembled five essential tips for making an excellent first impression at a
client meeting. We'll start off with something you can do days before the
meeting begins.
While
it's important to update your portfolio, iron your dress slacks and practice
your best "firm but friendly" handshake, remember that a successful
client meeting is all about listening. Get a head start by
"listening" to what the client has to say on his or her Web site and
in the press. Keep reading for more research and planning tips.
1. Plan and Prepare
When preparing for the
first meeting with a new client, it's easy to get caught up in everything that
you want to accomplish. Depending on your business, you might want to sell the
highest number of units or set the design direction of the company's new Web
site. But even if you think you have the best products and the best ideas in
the world, the only important opinion is the client's.
In the days leading up
to the meeting, do as much research as you can about the client. Read the
company Web site from top to bottom, paying particular attention to mission and
vision statements. Companies put a lot of time into crafting these messages, so
your pitch has to jibe with company culture. Read recent press releases and
blog posts to understand what the company is most excited about right now. Then
make a list of questions that remain unanswered. These might be useful at the meeting
to get the conversation rolling.
Put yourself in the
client's shoes, says client loyalty expert Andrew Sobel [source: Sobel]. What are the client's key business
concerns? What pressures might the client be feeling in the marketplace? Where
does the client want to go and how can you help him or her get there? Keep all
of these concerns front and center as you craft your proposal.
When it's almost time
for the meeting, get everyone on the same page with a well-written agenda.
We'll discuss those on the next page.
2. Set An Agenda
A meeting without an
agenda is like an orchestra without a conductor. An agenda sets the
expectations of the meeting, establishes and orderly flow and helps everyone
understand his or her roles.
A day before the
meeting, e-mail a short agenda to everyone who'll be
in attendance. It doesn't have to be detailed. It can be a spare outline or a
simple bullet-point list that includes the main points to be covered and tasks
to accomplish [source: Entity]. This might also be a good opportunity
to introduce your team members to the client. Link to full bios on your Web
site or include a short blurb about each team member, as well as his or her job
title and responsibilities. Again, this will help the client know what to
expect when you walk in the door.
Remember, though, that
an agenda isn't written in stone (it's barely written on paper). Start the
meeting by addressing each point on the agenda in the order you've suggested.
But if the client wants to talk about the last point first, let him or her do
it. If the client wants to talk about something completely different, however,
be prepared to ditch the agenda altogether. Again, the main goal of this
meeting is to listen to the client. If the agenda doesn't help you meet that
goal, scrap it
3. Make a Professional Impression
The first meeting with a
new client is not the time to be yourself. Instead, be your most courteous,
polite and professional self. It starts with your clothes. Even if you work at
the most casual office in the world, bump it up a notch or two for the client
meeting. Skirts, slacks and ties show that you take the client seriously. So
does arriving on time. Never make the client wait!
Turn on the charm as
soon as you walk in the door. Be polite and friendly to everyone you meet in
the office, from receptionists to interns [source: Farber]. You never know whose opinion counts and
who can be your advocate down the line. If you come with other team members,
don't joke loudly or badmouth other clients while waiting for the meeting to
begin.
Show respect for your
client's time and attention. Before jumping into the meeting, re-establish the
time frame you proposed in the agenda [source: Farber]. "Is two hours still all
right?" It's a simple act of professional courtesy that speaks volumes.
If you want to maintain that professional
attitude, avoid the following "don'ts":
- Don't eat during the meeting, unless it's a lunch meeting.
- Don't answer your cell phone. In fact, shut it off.
- Don't text or e-mail.
- Don't whisper to your teammates while the client is talking.
4. Take Notes
Never forget that the
main goal of meeting with a new client is to listen. It doesn't matter if the
client is an inspiring innovator or a complete bore -- pretend that every word
out of his mouth is pure gold. Make a show of taking out a notepad or opening
your laptop computer to take notes. Columnist Barry Farber, writing for
Entrepreneur.com, suggests that you even ask, "Do you mind if I take notes"
[source: Farber]? Just watch your client sit up taller in
his or her seat.
For most people, the
easiest way to take notes is to use a computer. To keep your notes organized, try to enter information in outline form or
at least bullet-points under separate headers. If you bring more than one
person to the meeting, have one team member be the assigned note-taker so the
others can engage more fully with the client.
If you're the only
person from your team, be careful not to bury your head in your computer while
the client is talking. Try to make frequent eye contact and bounce back
supportive statements like "Good point," or "That's important to
know." If you have questions, write them in your notes and wait until the
client has finished talking to ask them.
Your work isn't over
when the meeting ends. Keep the working relationship rolling with a courteous
and professional follow-up e-mail.
5. Send a Meeting Summary
The first meeting with a
new client is important -- but remember that it's only the beginning of a
longer relationship. Keep the momentum going by following up after the meeting
with a short e-mailed summary, also called a contact
report. A contact report accomplishes several important things at once:
It's a simple way to say thank you, to recap what was discussed, and to propose
some next steps.
The contact report should include the
following information:
- Name of project
- Date of meeting
- Team members in attendance
- Bullet-point list of what was discussed
- Next steps: what will be accomplished next, who will do it, and when it will be finished [source: Entity]
If the meeting was with
a potential client, this would also be the time send along your price quote.
The price quote is only an estimate of actual costs, but it
should be as detailed as possible. Along with standard services and billing
rates, include optional services and their prices. Make it clear -- in a polite
and professional way -- that the work cannot go forward until the client signs
the price estimate.
Business
Equitte Tips
Business
etiquette focuses on actions deemed appropriate in professional settings. By getting
in the habit of behaving in a manner consistent with the principles related to
good business etiquette, you’ll be more likely to make an excellent impression
on people you encounter on a daily basis.
In order to
help you with your business endeavors, every week we feature the norms and
standards for business etiquette in Move One countries.
Our third destination is Russia.
Our third destination is Russia.
Let’s see a
couple of tips from Russia.
- Men often do not take off their jackets in negotiations
- Women dress rather conservatively, avoiding overly flashy or gaudy outfits
- Women should always cover their heads when entering a Russian Orthodox church
- When attending dinner in a citizen’s home, casual dress of slacks and a nice shirt without a tie are appropriate
- Do not expect an apology from a Russian who’s late, and do not demonstrate any kind of attitude if your business appointments begin one or two hours late. This may also be a test of your patience
- Russians are known as great “sitters” during negotiations, this demonstrates their tremendous patience
- As a foreigner, you should realize that “Final Offers” are often not actually the end of the negotiations, and that often times the outcome will be more beneficial and attractive if you can hold out
- It is extremely difficult to do business in Russia without any help from a local. To help with this, gifts, money or other items are often a good idea when doing business in Russia
- Although Russian winters are extremely harsh and cold, when shaking hands with someone, be sure to take off your gloves, as it is considered rude not to
- Be sure to have plenty of business cards with double sides of information. One side should be printed in English, the other side in Russian
- Be alert and open to taking a drink or having a toast, as refusing to do so is a serious breach of etiquette
- Speaking or laughing loudly in public is considered rude, as Russians are generally reserved and somber
- Good topics of conversation include the current changes taking place in Russia and their current economic situation.
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