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
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.
Russian Business Etiquette Tips
As a superpower with one of the fastest growing economies
in the world, Russia is a mecca for international business relations. Business
people looking to break into a new market or attempting to grow their European
presence enjoy the most success by developing new Russian clients and partners.
As with any international business interaction,
understanding the facets of proper business etiquette are essential to your
success. By practicing proper Russian business etiquette, you will impress your
Russian colleagues, highlight your business skills and establish new, lucrative
business relationships.
Russian Business Meeting Etiquette
Russian business meeting etiquette is highly formal, as
the Russians' appreciation of structure and rules shapes the way business is
done in Moscow and throughout Russia. Here are some Russian business etiquette
tips to help you appropriately interact with your foreign colleagues:
- Avoid high-pressure talk. Russians value patience and appreciate time to debate, consider and digest negotiations. Trying to force a decision through high-pressure talk will only make you appear impatient, rude and incapable of professional business interactions.
- Be on time to all meetings. While it's acceptable for your Russian colleagues to be late to business meetings, as a foreigner, you are expected to arrive on time (if not early). Also, don't expect your late Russian colleagues to apologize for their tardiness, as their behavior is considered to be a test of your patience.
- Bring technical experts, if necessary. If your business meeting will focus on technical topics, be sure to bring technical experts and a Russian interpreter. Your Russian colleagues will expect a thorough presentation of the history and/or precedents associated with your topic. By bringing experts you will establish your credibility, foresight and general expertise.
- Do you need Bilingual Russian Professionals for your Company? Visit Foreign Staffing, Inc
- Include a Russian translation on your business cards. Although
most Russians speak English (as English is usually taught beginning in the
third grade), be sure to have a Russian translation of your business card
on its flipside, as this indicates your enthusiasm for doing business with
your Russian colleagues.
Also, by offering a Russian translation of all related business documents you will demonstrate your precision and thoroughness and highlight your willingness to go the extra mile to do business with your Russian colleagues.
Other
helpful etiquette tips for Russian business meetings include:
- Avoid showing the soles of your shoes (or stepping on any seats), as this is considered highly disrespectful.
- Expect your Russian colleagues to get angry, walk out of a meeting and/or talk about ending their relationship with you in their effort to make you give more concessions during a negotiation.
- Shake hands firmly and maintain eye contact when doing so.
- Wear dark colored, conservative business suits to meetings. Women should wear longer, knee-length skirts, rather than pants-suits.
Values Honored in Russian-Speaking Countries
Many
elements of Russian business etiquette are shaped by the values that Russians
respect. Some of these include:
- Collectivity
- Conformity
- Formality
- Patience
- Trust and Loyalty
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