How to Build and Foster Client Relationships

In today’s overly competitive landscape, there are numerous businesses similar to yours.

It doesn’t matter if you are a digital marketer or an accountant, there are thousands of your competitors offering the same services and targeting the same group of people.

And, your clients are aware of that.

If you don’t meet their expectations, they will simply leave you and put their trust in some of your rivals.

People love doing business with trustworthy businesses that recognize their worries and appreciate their loyalty.

Most importantly, they love businesses they can relate to.

So, if you still believe that now that you signed a major client, you can sit back and relax, you’re wrong.

You need to go above and beyond to build and nourish strong relationships with them.

Talk to Them Openly

Has this ever happened to you? You send a monthly report to your client, satisfied with the work you’ve delivered. Still, your client doesn’t seem to share your enthusiasm.

Why is this happening?

Well, these are some basic communication problems.

When hiring you, your client doesn’t communicate their goals and objectives clearly and yet, they expect you to meet all their expectations.

You, on the other hand, do what you believe is best for them, without consulting them in advance.

Unfortunately, this approach doesn’t work.

Schedule a meeting and have a nice, long talk with them. To get a clearer picture of what it is that they expect from you, you need to listen to them carefully.

Then, based on your previous experience with similar projects, you tell them openly how realistic their goals are and whether you are able to meet them.

Most importantly, don’t promise anything specific to them, especially if you’re not able to really make it happen.

Once the goals are set and the plan is built, you need to communicate with your clients regularly. Make a detailed to-do list of tasks you want to complete that week or month and send it to your clients. It’s important that you always ask them for an opinion.

Also, keep them posted about your progress. Make visually-appealing, informative reports and send them to your clients on a weekly, monthly or quarterly basis.

Provide them with the Ultimate Omnichannel Experience

We’re living in the 21st century, when sophisticated IT solutions have changed the sole notion of a touchpoint.

With the rise of the internet, you have to address the needs of your tech-savvy clients and provide them with a highly effective, omnichannel user experience.

Have a fast, site that will answer all questions they may potentially have.

Create awesome content that builds a story about your brand.

Keep in mind that some of your clients live in distant countries and different time zones. This is why you should allow clients to pay online for your products and services. Just make sure that the sensitive data they leave on your site is safe and out of hackers’ reach. Furthermore, provide convenience to your clients by joining forces with financing companies like QuickFee. This will allow your clients to pay with monthly installments, while you will get their full balance in a few days.

Above all, be there for them 24/7. Apart from standard phone calls and emails, use social networks to provide them with real-time feedback. Implement chatbots on your site and social networks so that your clients can get real-time answers to their questions even if you’re offline.

Always Meet Deadlines

Getting your work done is extremely important to maintain healthy client relationships. This is how you demonstrate how trusted and valuable you are to them.

When setting dates, always give yourself enough time.

Plan all your projects realistically and on time, fitting them into your work and private obligations. There are numerous project management tools and time management apps that can help you with that.

After all, if you notice that you won’t be able to meet the deadline, you should let your client know about that on time. This way, you will disarm them with honesty and avoid any unpleasant surprises.

Show that You Appreciate their Loyalty

Attracting and signing new clients is essential for your business. However, retaining them is even more important. This is exactly why you need to prove your long-term clients that you appreciate their loyalty. Here are a few techniques you may like:

  • Start a rewards program so that your customers can earn points for buying your exclusive products or services.
  • Offer massive, cumulative discounts.
  • Give away free items for multiple purchases.
  • Throw a party for your loyal clients and help them meet people behind your business.
  • Don’t forget little things such as wishing them a happy birthday or sending them a thank-you note.
  • Ask them to write testimonials about you and share them on your site and social networks. If you have a blog, you can even write a story about them. Your clients love publicity and they will be happy to see that you had them in mind.

The ideas are multiple and they vary depending on your niche and your clients’ preferences. These rewards don’t have to be expensive, but they need to be valuable and relevant to them.

Ask for Feedback

Apart from giving feedback to your clients, you should also ask them for feedback after reaching a certain milestone. There are numerous ways to collect your client feedback, from scheduling an in-person meeting to sending them a client satisfaction survey via email.

Explain the purpose of the survey and point out that your main priority is to make your clients happy. Also, you need to address all answers, both positive and negative, professionally. The way you handle your clients’ concerns and criticism shows how seriously you take them and may make or break your relationship.

Over to You

Obviously, the secret recipe for building and solidifying stronger relationships with your clients exists. And, it’s based on mutual trust, understanding, and honesty. Communicate with them openly, act professionally, ask them for an opinion, and use their criticism to improve your services. Most importantly, never miss out on an opportunity to show them how much you appreciate their loyalty.