Clients are the life source of your business. Without it, your business will cease to exist. When that happens, what are you doing then? In your business, it is a must that you put your clients first, but prioritize them in a way that will not jeopardize the integrity and your relationship with your team.
As your clients are the lifeline of your business, it is always an imperative that you serve them better. And what better way to do just that than by understanding them? Understanding your clients is the foundation of a good relationship — that’s when you will learn more about their needs and quirks.
Some businesses take client relations for granted. They think that clients are irreplaceable, and they do not realize that cultivating new relationships can be difficult. As much as possible, retain your existing clients and serve them the way you want your business to be served.
Here are some of the things to keep in mind.
Be a good listener
Good understanding is a product of good listening. Client relationship is very much like a romantic or familial relationship in the sense that you both have to give and take.
If you want to understand your client, listen not because you want to answer them, but listen because you want to find out what is actually bothering them. Answers can always come in later if you have a wide picture of their situation. When you talk to them, make it a point to ask some helpful questions that will elaborate their answers. But make it a point not to interrupt them.
Mind their time
Talking to your client should happen at the right time. Always keep in mind that your client is also busy and that they do not want to be bothered. Besides, having an unscheduled talk will create a bad impression unless it is an emergency. Always respect their time. If you have some concerns regarding their project, you can just shoot them an email.
Establish a communication protocol
Sometimes, account managers have the impression that their talk to their clients is unstructured. That may result in misunderstanding, which may cause some problems eventually.
Follow an order and create a communication protocol. For one, only schedule a meeting during major concerns. Minor issues can be communicated through emails. And you may choose to come up with a rule that keeps your team members from reaching out to your client via their personal contact number or social media account.
Technology is a major aid when it comes to dealing with client concerns. You may use the cloud for collaboration, as it allows your client to track the progress of the project. You may be concerned with client onboarding at times. When it comes to this, you may use project management software specially designed for client-facing requirements.
These are just some of the things to keep in mind if you want to talk to your clients sans the problem. Seek the advice of your team for transparency’s sake.