We all know sales & marketing bring new business, but service providers face slightly different challenges. When you are selling services, there are no physical products or even a prototype to show. Although, clients do their due diligence in selecting a service provider and most seek professional help from consultants, there still lies a big risk of ‘will this vendor perform to the standard in which they sold to us?’
This ‘fear’ makes the sales cycle harder and longer, but like every other company who wants to succeed, everyone places their best foot forward and tries to win the business.
A normal sales cycle for a service provider may include the following steps:
- Prospecting a lead,
- Finding the right lead,
- Nurturing that lead,
- Connecting with the lead,
- Introduction & Initial presentation,
- Request for a proposal (depending on the complexity of the industry, this can take days to weeks),
- Revisions of the proposal,
- Presentation and implementation offerings,
- Negotiations and Approval,
- Closing the deal.
An incredible amount of work went into winning this business, but what now? Well, for a service provider, the real work starts now. You have to deliver the level of customer service, technology, communication, engagement, utilization and ROI that you promised during the sales and presentation process.
From the client’s perspective, they have trusted you with their investment of time and money. They believe that their lives will be much easier since you are on-board and offering your service, but they become ‘stuck’ when you start to do the following:
- Not delivering what you promised,
- Not delivering on time,
- Not thinking through what is needed before it is needed,
- Start losing the people in your team,
- Lastly, and the worst of all, start blaming the clients for your weaknesses.
The client brought you on expecting the results that you overpromised and under delivered and are subsequently stuck. Your poor performance directly impacts their image in the industry, their image for their executives, board members and peers.
There are 3 ways to ensure your clients never feel “stuck”:
Don’t promise clients what you know you can’t deliver
If you believe in your services, skills and talent and you can deliver what will make you proud and your clients super happy, there are enough clients looking for just that. Listen to your clients and know what they are looking for before you say ‘yes’ to everything.
Do the damn work
Winning business is half the battle. Delivering the service and continuously offering the best quality service becomes instrumental in winning more new business. Your new business may bring contract renewals and a reference for future business opportunities. Take care of your clients’ needs and it will come back to you in multiples.
Take care of your team
When in the service industry, 99% of the time you are selling your team’s talents, their ability to perform, their commitment to deliver and their dedication to YOUR clients. In other words, your team is your product. Take care of the team!
About Tantam Health
Tantam Health specializes in onsite clinics, worksite clinics and nearsite clinics. Their innovative programs, advanced reporting capabilities, and unique structure of their team allows them to deliver customized solutions that exceed their client’s expectations. The company takes a team-based approach to their worksite healthcare delivery model, adhering to patient-centered medical home (PCMH) guidelines set forth by the NCQA. Learn more at www.tantamhealth.com