The Power Of The Story: Surprise Client

Referral trigger for the week of September 5

Tell us about “The Client Who Almost Wasn’t,” who turned out to be profitable for your business.

This story is about a client who started out as a challenge, or whom you never expected to need your services.

Give us the details about how the situation turned around.

Want free press? Be sure to share your answer in the comments section.
Answers are welcome from all PowerCore Members, past Members, non-members, future Members and never-will-be-members.

5 Responses to The Power Of The Story: Surprise Client
  1. Alicia Vines
    September 2, 2011 | 1:23 pm

    This particular client initially tried to cancel their appointment with me. She said they were with our competition and had been for a while and had no intention to really consider Paychex. I told her it could not hurt to have a proposal in her hands in case they did decide to evaluate at a later date.

    When we met and did a need analysis we found out that they were first of all….spending more money than necessary…they were not taking advantage of pre-tax benefits….and that she would have an HR resource with Paychex that she did not have with her provider…including FREE CPE credits that she needs.

    We have become great friends and when she called me last week she said…”First the good news…I graduated with honors!” After over 20 years in the industry she had gone back to school to complete her BS in HR and I was honored that she wanted to share that news with me. Then she said…”The owner came in and said we needed to update our policies and I need to talk about getting a new handbook, when can you come by?”

    The next day we met and her handbooks are on the way!

  2. Lynda Martin
    September 2, 2011 | 10:13 pm

    He had a commercial construction business, and wanted to talk after a business planning seminar at the Chamber of Commerce. At the end of the free coaching session, he said he thought it would really help to work with me, but he didn’t know if he could take direction from a woman in business! We worked it out though, and I coached him and his staff for two years. Turned out he could take direction – his sales increased, he and his staff learned to manage their priorities more effectively, and, best of all, he was able to buy a beautiful piece of land on which to build his dream home. It was a proud day for both of us when his daughter got married in that home and we danced at her wedding!

  3. Steve Cannon
    September 7, 2011 | 7:53 pm

    Two years ago I got a call from a small technology company. The owner had a very small need for a very specific product and it would be a very low profit for me. The other issue was that I was not familiar with this type of complicated insurance. But not wanting to shrink from a challenge I set up a conference call with an expert at one of my carriers. We continued to add people to the conference call as the issue expanded and before we were done we had 5 people on the phone looking for a solution. The worst part was we didn’t hear from the prospect for the next 5 months. Finally, two weeks after what I said would be my last voice mail to him, he called me back. Took the recommendations from that original call, and we implemented the plan. Because I handled this small matter for him, the next year he moved his health insurance to me, his company is growing and now he is my second largest client.

    Steve Cannon
    Health Insurance

    • Wendy Kinney
      September 7, 2011 | 9:45 pm

      Steve – this shows the purpose and power of follow through. Thanks for a second-largest-client reminder!

  4. Doc Edwards
    September 8, 2011 | 12:25 am

    Surprise Customer 8 Sep 11

    My mother’s sister had a successful career in social work, and never married. She was very generous with my two sisters and me, and our children. She liberally subsidized our collective education and contributed much to our general wellbeing.
    One of my team Members opened a retail account with me.
    She was taking the place of a similar aunt in her family.
    Beyond merely sending greeting cards to all the nieces, nephews and others in her family, she often included gift cards.
    We did experience a couple of ‘glitches’ in two of the early mailings, but corporate Customer Service is good and I was able to assist in correcting the discrepancies.
    Having thought that she would just send a few cards to her family members, I was surprised at the dollar volume of her business.
    She remains a valued client, and I will do whatever is necessary to maintain her loyalty.
    Doc Edwards, Keeping in touch is supportive.

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