Building Better Relationships with Your Clients
Just like fans in sport, clients are essential to your business.
Without customers, your business simply does not exist. They’re so important that sometimes we can become caught up in winning over new clients, but it’s crucial to ensure you don’t neglect your existing customers. After all, they are already spending their money with you.
Here are a few simple, but key, points to ensure you keep your existing client base happy.
Never leave them wanting more
Your customers should never feel like they have been sold short when purchasing from you. In order to help you achieve this feeling, make sure any promises you make regarding your service is always on the conservative side. This allows you to always surpass what you say you will deliver, exceeding the customer’s expectations. This will help to build your reputation, as a client will always trust you to deliver a professional service on time.
Improve your communication
Communication is key in any successful and fruitful relationship. Creating open and transparent lines of communication, where a client always receives a prompt reply, will build trust and loyalty. You can also incorporate a monthly report to give your clients greater insight into your relationship and their own business. Even on the odd occasion where you have nothing to report, a friendly e-mail at regular intervals can still work wonders.
Every client has different needs. For the vast majority of them, how you normally work will be good enough, but some clients will benefit from a slightly more bespoke approach. You could even send a short questionnaire asking them what elements of your service could be better integrated with their own processes. Tending to their needs in this way will help to demonstrate your willingness and ability to adapt to their changing needs. This will make you an invaluable partner.
Go that extra mile for your biggest clients
How you do this will depend on the type of business you’re in. However, you could consider promotional gifts or even corporate entertainment. It can be a great way to show your appreciation and make you stand out from the crowd of competitors also vying for their business. The options vary from sporting events to music concerts and can be more affordable than you might think. It also lets you connect on a more personal level, building loyalty, and providing a fantastic experience they won’t forget any time soon.
Align your goals
Before you can successfully deliver any services to a client, you must understand exactly what they expect from you. Why have they bought your services onboard? What do they expect from your business? Do you agree on the scope and timescale of their expectations? This is an often-overlooked aspect of good communication, one that ensures your businesses are on the same page moving forward.
Existing customers can feel left out, especially when the market is flooded with offers for new customers. It’s equally important to reward the loyalty of your existing clients.