Heralding your colleague to the customer

Welcome Welcome to Heralding! When you introduce another associate or supervisor to your customer, it is important to do it in a way that will give credibility to your associate and strengthen the customer relationship. This lesson will focus on the actual introduction and making it a smooth transition for both the customer and the other associate. Benefits: Increased customer confidence Stronger customer relationships

Lesson Objectives By the end of this lesson you will be able to: Articulate a 3 part introduction for each of 3 different situations. Communication Target: You will articulate a 3 part introduction statements for each of the three situations you have selected. Each statement must include: Customer’s name and the name of the associate being introduced. At least one statement that builds credibility for the associate. A statement that makes it clear who will be responsible for follow through going forward. This can be a repeat of part of the Transition Statement, if it applies here.

Building the Customer’s Confidence Make it a habit to know your associates strengths. Articulating the strengths that will benefit your customer when you introduce your colleague will build their confidence in you, your colleague, and your company. When your customer feels good about the people in the company, they will feel confident in the knowledge that their situation will be handled efficiently and professionally. Needs a new Pic.

Some Introduction Tips Handling the hand off Personally introduce the customer to the other associate whenever possible. Introduction tips: Use the client’s/customer’s name first Introduce the associate by name Use at least one statement that gives credibility to the associate, or increases the customer’s comfort level with your associate. Make certain that it is clear to both the other associate and the customer who is going to be the point person going forward. Clearly articulate the hand-off so that everyone understands who will be responsible for any future follow up, if necessary. You will want to make this clear in the introduction with a statement like “Tim will be helping us…” or “Sue will be taking care of you…”

Preparing for the In-Class Session: Before coming to The Gym: Click the link above to download and complete the worksheet at The Heralding Worksheet.docx and bring it with you to the gym session.

Practice Regimen Practice your 3 part introductions for at least 5 minutes each day. Expand your list of associates to include all colleagues and supervisors that you regularly introduce to your customers.