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Register Now: Building Effective Relationships to Secure Repeat Business

Learn repeat business strategies in a webinar with Scott Hanton, Lab Manager’s Group Editorial Director. Contract Labs rely on satisfied and happy customers to generate long-term financial stability. It is much easier to retain a customer than to replace one....

by | Aug 2, 2023

Learn repeat business strategies in a webinar with Scott Hanton, Lab Manager’s Group

Editorial Director.

Contract Labs rely on satisfied and happy customers to generate long-term financial stability. It is much easier to retain a customer than to replace one. Building effective customer relationships hinges on understanding why labs seek contract services, what they are looking for, and how to serve their needs.

In general, customers are evaluating potential contract lab partners through five areas: technical capabilities, quality of service, customer service, cost, and experience. Understanding the importance of all of these areas will enable contract labs to prioritize expertise, training, and funding to provide these expected areas to customers.

While providing services to customers, the best contract labs will focus on delivery, which includes quality results delivered on time and at the right price, being helpful, listening, caring, and behaving like a partner. Some customer relationships can be transactional and very successful, especially for standard testing. The more non-routine the project, the more investment in the relationship is needed.

Learning objectives:

  1. Defining opportunities
  2. Differentiating between needs and wants workflow
  3. Importance of clear communication
  4. Pricing strategies
  5. Customer experience

Available On Demand

Speaker:

Scott Hanton
Group Editorial Director
Lab Manager

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