Study your points of contact
To get started, study every point at which your company makes contact with a prospect.
Usually, you find only a few contact points.
Your receptionist. Your business card. Your building/store/office. Your brouchure. Your public appearances. A sales call or presentation. Just a few points of contact -- the moments that decide whether or not you get the business.
Then ask: What are we doing to make a phenomenal impression at every point?
Don't squander one point of contact. It may be your only one.
The points of contact continue once the person becomes a client. But again, the moments are surprisingly few. A call here and there. A meeting now and then. A few points of contact.
Did you get everything possible from those points of contact? Did the client feel respected, amazed, impressed, delighted?
Study each point of contact. Then improve each one -- significantly.
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