03.03.20164 min read

Expanding the Relationship with Professional Services

In our first post in this series, we detailed the very beginning of a relationship – that harrowing stage where some key characteristics tip the scale to leave one seller with a new client and send the rest home empty-handed.

But the curtains don’t close at the beginning of a relationship, except in romantic comedies. Once you’ve closed a sale, you have to get down to the hard work of delivering on the promises you’ve made. And at this stage, your reputation alone won’t be enough to get you where you want to go. If you want this relationship to be as fruitful as possible, you’ll have to start asking yourself what your clients really want from you. In our research on over 1,300 professional services buyers and sellers, we found that service providers often don’t know the answer.

What clients value most

We asked buyers what they valued most in the services they received – not hypothetical qualities of a hypothetical service, but real benefits, right now. We also asked sellers to identify the most valuable benefits they provided.

Above all other benefits, the majority of clients (68 percent) valued specialized skills and expertise. Service providers recognized that this was the top value, but dramatically underestimated its importance. They almost completely failed to recognize the next two more significant factors: a provider’s network and impact on clients’ bottom line. You may recall that in the first article of this series, we discussed how reputation trumped other considerations when winning the sale. So why are specialized skills and experience suddenly so important? Put simply, it’s time to deliver. In the marketing and selling stage of a relationship, your reputation is the best way for buyers to understand your abilities and experience, but once you’ve sold them, they want those qualities to go to work for them.

The need for new services

In fact, new customers may want your skills and experience to go to work for them in more ways than you realize. 79 percent of buyers report being interested in new services from their current provider:

This is fertile ground for expanding the relationship to new services – and sellers don’t even fully recognize what a strong opportunity it really is. For many, the wrinkle is that buyers don’t know which services sellers offer, so they might go to someone else for a service you provide, even though you have an existing, mutually satisfactory relationship. The key, then, is to educate your clients about the range of services you provide. But how do your existing clients prefer to learn about your services?

Selling new services

We asked clients how they wanted to learn about new services, and their answers pointed to a clear trend.

Overwhelmingly, buyers want the personal touch, whether that takes the form of a call or visit, a personal email, or regular contact with their account manager. Taken together, this data paints a picture of what a growing and mutually beneficial professional services relationship looks like. Simply doing good work often isn’t enough to expand the relationship – buyers may not see opportunities for expansion.

But likewise, marketing new services without having delivered on what buyers have already purchased isn’t likely to be very effective. Your specialized skills need to be evident to clients through your work, and they need to be aware of other ways you can help them. When these two pieces are in place, the relationship will be primed for growth. 

Lee W. Frederiksen, Ph.D., is Managing Partner at Hinge, a marketing firm that specializes in branding and marketing for professional services. Hinge is a leader in rebranding firms to help them grow faster and maximize value.


Was this post helpful?
Created with Sketch.
Infusionsoft cornerstone spinner
close button
Subscribe to our weekly newsletter!

5 Reasons to Subscribe:

1. Weekly tips to dominate sales and marketing

At our core, we're focused on helping you become a sales and marketing machine. We tap into the genius of the best salesfolks and marketers out there to give you daily tips to grow your leads, make more sales, and keep more customers.

2. Expert small business resources that cost you zero dollars

Want to go deep? We have you covered with free guides, webinars, and tools on a range of topics from marketing automation, CRM, and digital marketing to building sales and marketing strategies from the ground up. All for free. All for you.

3. We're focused 100 percent on small business success

We exist for one reason: helping small businesses succeed. We give you the ideas and insights you need to blow the competition out of the water. We serve business owners who are hungry to put in the hard work to grow their business and own the market.

4. We do the work for you

Running a small business is a 110 percent endeavor. You don't have time to surf Internet for the best small business insights and ideas out there. We'll do that for you with the best original content from our team and from industry experts and small business owners.

5. But wait, there's more!

Small business success means more than just sales and marketing, so we also hit on a range of topics to help your small business thrive, including personal and business growth, customer service, and business management.

6. Righteous GIFs

OK, we said five reasons, but we like to overdeliver...and GIFs. We really like GIFs. You're bound to see some righteous ones.

GIF of Ferris Bueler principal's assistant

P.S. We'll never give out your information. We'll only use it to send you awesome content and resources, if you're cool with that.