Fit: Respect

Referral Trigger for the week of July 23
What to DO to GET Referrals
Builder’s Tool: Tape Measure | Purpose: Fit ​
Conversation lead by the: Buckhead Team (100% responses achieved)

and Respect measures fit.

Name one client, then tell us what that client does that lets you know they respect you and value the work you do for them.

Share one example.

Set up the situation and tell us what this client did that made you feel valued and respected.

24 Responses to Fit: Respect
  1. Robert Steinhardt
    July 20, 2018 | 9:40 am

    One thing that my best clients do to show respect is to not leave me waiting until the last minute to get their tax information. I’m always going to work long hours that time of year, but to be put under additional pressure because of a lack of respect is no fun.

    • Wendy Kinney
      July 20, 2018 | 10:31 am

      Bob – I so totally agree with you. Ignoring a deadline is very disrespectful because it costs the other person extra effort.

      What I only learned a few years ago is the metric for how long each person has to respond: 1/3 of the available time.

      So if you tell me the deadline is six weeks from now, I have two weeks to give you my complete package. If you invite me to an event that is six weeks from now, I owe you my response within two weeks so you can prepare properly.

      Wish teachers shared this in grade school when they handed out assignments!

  2. Tammy Lucas
    July 20, 2018 | 10:03 am

    Time is the one component of my day that is critical to me. A last minute cancellation has a domino effect. I always tell clients that I value their time and if an emergency occurs I will certainly call as early as possible to reschedule and I then say my best contact number is my cell number if you were to have an urgent situation that requires rescheduling. When clients call well in advance to reschedule our meetings stating that they appreciate my time, it tells me that the respect my time and advice and see me as a value part of their vendor team that makes their business successful.

  3. Shaun St. Hill
    July 20, 2018 | 12:31 pm

    A client shows they value and respect what you are doing when they respond to a proposal in a timely manner. Technology and telecom services typically have install times of 60-90 days. If I’m left waiting for an answer to the proposal that install time has to be pushed out accordingly. No fun especially when the client is moving offices or changing providers.

  4. Anna Parker-Hemming
    July 20, 2018 | 12:38 pm

    One of my best clients, Sarah, received a letter from her HOA requesting she have her driveway and sidewalk pressure washed. I was able to quote Sarah over the phone and confirmed that her neighbors could have the same service for the same price. 1 hour after our conversation Sarah called me back with the names and addresses of 4 neighbors. I pressure washed 5 driveways and sidewalks without having to disconnect hoses or move my truck and trailer. Sarah even made sure she had everybody’s payment ready to handover as I completed each property.
    The respect Sarah showed for my time truly paid off, I now have 5 happy clients where I only had 1.

  5. Mark Thomas
    July 20, 2018 | 2:21 pm

    I have represented Drew twice in serious car crashes. In both cases, even though hurt and receiving medical treatment, he focused on getting better and left the lawyering to me. When I asked for information, it came to me in an organized manner. When it came time to settle his cases, he deferred to my expertise. As he said, “I hired you because of your reputation and experience. I will let you do your job. I trust your judgment.” He was involved in his own case, but left me alone to do what I do best.

  6. Beth Manley
    July 23, 2018 | 4:26 pm

    A few weeks ago I sat down with Lisa. She was a prospect that was referred to me from another client. She was insured with The Hartford for home, auto and umbrella. When I met with her she stressed how important it was to have all the bells and whistles on her home policy. A few of her homes were hit by lightening in her neighborhood and burned down so she wanted to make sure that if this happened to her she was covered. I was able to quote her a package with Travelers but it still wasn’t the best option/coverages that she currently had. I explained to her what I could offer but also told her that I felt like she needed to stick with her current carrier due to all the coverages they offer. She was grateful that I shared this with her and that I really listened to the importance of what she wanted. She did end up staying with her current agent but has sent me several referrals already. By her sending me referrals makes me feel like she respects the work that I had done for her.

  7. Kevin Ames
    July 25, 2018 | 8:38 am

    Recently, a referral came my way from a photographer in Memphis, Tn. He had seen my work. His client, a national bank with an office here in Atlanta, needed a photographer to match a portrait style that was being used throughout the company’s marketing materials. We talked for a few minutes and he passed my name on to his contact. A few minutes later, the client called saying he had reviewed the work I have on my website. We discussed the requirements, including price and time frame. Last Friday I made the portraits, provided the subject with a website to choose his favorite pose. A few minutes after posting the site, an email arrived with the choice. I retouched it and forwarded a proof. The work was delivered right away. Time from initial call to completion and delivery of the portrait was about 6 days.
    None of this could have happened so efficiently had any of the parties lacked mutual respect. The marketing director of the bank was able to make an informed decision because he respected the quality of my work on my website. I respected his time frame to produce the work on deadline. The subject of the portrait was very pleased and promised to keep me in mind for future photographic work. He even sent a note saying “Thanks again for a superfast, easy, painless shoot. I will definitely keep your information for the next time I need a good photographer!”

  8. Bo Riddle
    July 25, 2018 | 10:09 am

    I have a client that i first started working with in 1999. He and his brother had a fledgling business and needed a 1000 foot space. Over the next twelve years, we moved him 3 times into his last space of 22,000 feet. When he sold his business in 2011, I thought that was the last i would hear from Steve.
    He called me back to help him find commercial space for his new business in 2013, and just last week, he reached out again because he is starting an additional business.
    The fact that he continues to contact me to assist him lets me know that he respects and values the work i do for him

  9. Jesse Long
    July 25, 2018 | 10:25 am

    Our initial network assessment tells us how all the operating systems, servers, and workstations are performing. It also outlines policies and procedures that need to be changed- all vital information. This is completed before on-boarding and is a very involved process. Our clients show respect for our time and efforts by giving us the requested meeting time to discuss the findings in detail. This will set the stage for our working relationship.

  10. Linda Kuryloski
    July 25, 2018 | 10:53 am

    I know clients respect and value my relationship when they give me a hug after a routine review, and thank me for making their life in retirement possible, enjoyable, and financially stress free. These exchanges are why I enjoy coming to work each day!

  11. Karen Armstrong
    July 25, 2018 | 11:09 am

    One my first clients 19 years ago was Pam Reeves, the mother of a good friend of mine. She trusted me to sell a rental house when I had only been in the business a few months. Throughout the years I have sold her two additional properties her son two properties,her mother’s home, and her granddaughter her first home last month. The fact that the family has continued to use me throughout the years shows that they respect and value me. They obviously felt I was a good fit for their needs!

  12. Dr. James Myers
    July 25, 2018 | 12:05 pm

    I know when patients respect and value our relationship when they show up to their appointments on time and they stick to their care plans. This let’s me know that they are committed to getting better and improving their health. They are confident in the care that I provide to them.

  13. Heather Riggs
    July 25, 2018 | 12:34 pm

    My client, Jonathan, asks lots of questions – I LOVE when clients ask questions! When Jonathan shows interest in and curiosity about his online marketing, I know he recognizes the importance of the process and my knowledge base on the subject. It’s my favorite way he lets me know he respects me and the value I bring. Lawyers are known for asking questions in the courtroom, but when it comes to digital marketing they may feel intimidated or disinterested and clam up. That’s why I’m a resource for the estate planning attorney you know who gives you the third degree when you mention you’ve recently tried a new restaurant. She wants to know every detail.

  14. Gregory Golden
    July 25, 2018 | 12:56 pm

    Bob cam to me in the middle of his divorce case, not happy with the legal representation that he was receiving from another attorney. He was not happy about the lack of response that he received as well as being pushed off onto associates or paralegals. I took over his case and he was shocked when I gave him my cell phone number as a means to reach me; I explained that I was not looking for him to call me to just chat but if an issue/question arose, he was free to call me on my cell phone. He never abused the use of my cell phone and truly appreciated the fact that he had access to me if an urgent situation arose. From that point forward, whenever we talked or met, he always ended with a sincere “thank you for everything” I did. The way that he said it showed me that he truly appreciated my responsiveness, advice, and time. Such appreciation or respect is a two way street: you need to show it to your clients in order to get it back. In the end, Bob was able to attain his goals in his divorce case. Subsequently, I have represented Bob in a modification action and he has referred others to me – showing me that he truly valued the services that I provided.

  15. Jim Lewis
    July 25, 2018 | 2:56 pm

    A couple of years ago I assisted a lady named Liz with her mortgage. She was an executive with Kimberly Clark and extremely busy with the advancement of her career. Liz was very appreciative of how we effectively and efficiently handled her transaction, as well as how we kept her informed throughout the process. In addition, she was grateful that we only involved her when we really needed her help.

    To show her appreciation, she referred me to her parents who were buying a new home earlier this year. My clients show they respect and appreciate me by referring me to others they know in need of a mortgage, to either purchase or refinance a home.

  16. Rob Riggs
    July 25, 2018 | 2:58 pm

    One of my favorite clients (from the perspective of fun and profitable) is Denise. Denise manages a marketing agency, and leverages our whitelabeled web development for agencies service, outsourcing her web development work to us. She has several active projects with us at any given point in time, and is extremely conscientious about the way she aligns her communication to specific projects. We’ve set up a communication channel that allows Denise to email her requests that relate to a specific project, and the request is automatically assigned to the first available team member on our development team. Denise receives an automatic update via email when the task is finished, and she feels supported through the process. Our process is both high tech, and high touch, and allows us to focus our meetings on strategy as opposed to minutia.

  17. Rebecca Brizi
    July 25, 2018 | 4:35 pm

    It’s lonely at the top, and one of my ongoing clients calls on me in moments of major business decisions and shifts. He has plenty of employees, but no business partner and I help ensure he is making data-driven, informed decisions.

    He often has me participate in meetings with other providers, and he regularly introduces me saying WHY he works with me. He will say things like “Rebecca is in this meeting because she helps me understand my clients better”, or “Rebecca is in this meeting because she reminds me to stay goal-focused”. In each case this is an endorsement and a small pitch to everyone else in the room, and he has inadvertently introduced me to fruitful gate openers in this way.

    His focus on the value I bring him demonstrates that he respects the work we do together.

  18. David Wise
    July 26, 2018 | 5:42 pm

    Jo W. has been a client for many years. She appreciates the extent we go to make sure her problems are solved. She understands that even the smallest of jobs may take more time, especially when we have to diagnose the problem, pick up the parts, fix the situation and sometimes fix new issues discovered as we repair the initial one.

  19. Taylor Sellers
    July 26, 2018 | 8:41 pm

    My clients are most often real estate agents. Often I close with the same agents as they enjoy closing with me. In one particular situation, my client was Nicoleta, a Keller Williams agent in the midtown office. She was listing agent (the seller’s agent) and was forced to close with another attorney. The other law office told the seller he would have to pay a materialman’s lien, which was still on title. Nicoleta called and asked if I would verify they needed to pay it, as it was a $35,000 lien. I checked the title an noticed the lien was out of date and no longer valid. Therefore they would not have to pay the lien. My client, Nicoleta was ecstatic. She has told the other firm to check their error. She has sent told at least 10 other agents the story of how we saved her client $35,000 on a file where I was not even the attorney. It has directly led to business for me and I feel appreciated every time she tell another realtor the story.

  20. Jennifer Raby
    July 26, 2018 | 10:29 pm

    I measure the respect of my clients by how committed they are to a workout program and the time they take not only to show up and work out, but being on time and ready to go. It doesn’t matter if a client trains once a week or three times, what does matter is if he or she shows up physically and mentally. From a value standpoint, I can count on one of my best clients to renew at pretty regular intervals because she will use up a 10-session package in 6-8 weeks. What this means to me is that on the weeks she only sees me once, she’s doing her gym homework so that the weeks when she has time to see me twice, she is mentally and physically prepared for the work. And while I love a challenge, having a good “student” who is consistent and committed makes me feel valued and respected!

  21. Jennifer Buckalew
    July 27, 2018 | 12:49 am

    My clients are people wanting to have good life and/or health care policy they can count on and afford. My client showed me value and respect by listening to and taking my advice and putting it to use in their health care needs. I had a specific client that needed help with one of their doctor bills and the claim for it. I told him exactly how to deal with the doctor and I dealt with the insurance claim part of it. Since he took my advice and used it in this situation, he ended up saving a bunch of money and got the claim paid with no out of pocket expense. The phone call from him thanking me and being very appreciative of how I helped him and saved him money showed me how valuable I was to him. He also ended up referring 7 more clients to me of which have all been helped in the same way. And they all are now thanking me for helping them and still referring other clients. So I know they value and respect what I do for them from their “thank you’s” and referrals.

  22. David Wise
    July 27, 2018 | 8:38 am

    Joe has been a customer for many years and appreciates everything we do. She understands even the smallest of jobs takes time to check out and determine the problem, pick up parts, repair, and sometimes repair secondary problems that arise during the initial situation. Most of all she appreciates and tells us, which makes our guys go the extra mile.

  23. Brian Prusik
    July 27, 2018 | 9:38 am

    Kelley, an HR Manager for a large DOT company, shows respect by scheduling random drug screen events well in advance. On the day of the event, the screen takes precedence over all other duties. She and her employees take the event very seriously and are very courteous to me and my staff to make sure it runs smoothly. They are very appreciative of our work.

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