Business-to-business loyalty

The following is a 'menu' of activities that you might consider to get a business customer disposed to use your firm again.

Going the extra mile on the current engagement

• Use new business budget to fund extra analysis
• Use budget to improve turnaround time, service
• Improve quality of presentation
• More documentation, explanations, accessibility

Increasing the amount of client contact

• Telephone regularly
• Visit at every opportunity
• Schedule business meetings near mealtimes
• Invite to firm offices
• Introduce one's Partners
• Get firm leaders involved

Building the business relationship

• Help client with contacts
• Put on special seminars for client's staff
• Volunteer to attend client's internal meetings
• Offer free day of counselling on non-project matters
• Send client useful articles
• If possible, refer business to client

Building the personal relationship

• Social activities
• Remember personal, family anniversaries
• Obtain scarce tickets
• Provide home telephone number
• Offer use of firm's facilities