Increase customer engagement through on-site visits

Customer visits can serve multiple functions—think of it as the original version of “face time”—without the electronic component.

Making the effort to meet in person tells a client you care and is also a very effective way to communicate. Body language, including facial expressions and hand gestures, reveal much more than a voice over the phone. Further, taking the time to visit a client can provide a deeper understanding of the business itself, simply by observing operations and surroundings.

And while calling on customers does take time and money, these visits are one of the best ways to make a favorable impact, solidify relationships, and even generate more business—so, all in all, it’s time well spent.

Have a Purpose in Mind
Before jumping in the car or booking a flight, set goals for each customer you plan to see, and keep in mind that objectives for one client may not work for another.

Timing, as it is often said, is everything. Whether the visit is to a grower, wholesaler, or retailer, appointments should always be conducive to the customer’s day. By scheduling ahead, you’re not only assured the person you want to talk to will be available but expecting you.

“If you come in without an appointment and lacking an agenda,” said Theo Rumble, president of Fresh Start Produce Sales, Inc. in Delray Beach, FL, BB #:155975 “then you’re wasting their time.”

Another caveat is focus. “Focus on what you came for and don’t get distracted,” he said. “Always be considerate of another’s time.”

Mike Horvath, director of sales for Original Produce Distributing, Inc. in Chicago, BB #:210491 agrees. “I always have a goal,” he said, whether it’s to have a look at product, the premises, or to discuss a particular issue.

Image sources are either licensed or customer-provided.