A strong client relationship is an important benchmark of a healthy customer service strategy. Besides sending e-cards during holiday season, going a step further to nurture client relationships by showing them appreciation can pay off in the long run.
One of the strategies to build a long-lasting client relationship is to understand what the client wants. All clients want to be treated with honesty and respect. By being attentive and understanding their needs, you will create loyal customers for life. So follow our tips to keep your clients happy.
A client relationship is not just a professional transaction. Every effort at saying thanks or showing appreciation to them must be relevant and personalized, noticeable and sincere. This is a long-term relationship based on trust and respect and sometimes all it takes to establish this, is being sincere and honest.
Start your discussions by asking conversational questions that could range from their personal interests to business ambitions. These conversations will allow your clients to open up to you. This way, you will learn more about their business and therefore be better able to address their needs, as well as build a positive rapport with them, which is essential for any successful relationship.
One of the main client priorities is to work with someone who can fully understand what they want. For this, it is important to listen carefully to what they say. Listening is a skill that can ensure your clients’ happiness. When clients feel they have been heard, they begin to trust you and your company more – they feel truly appreciated. In some companies, employees are trained to be good listeners to engage and interact with prospective and existing customers.
Nothing says ‘appreciation’ like a thoughtful gift. This shows your clients you are thinking about them. It doesn’t necessarily have to be for a special occasion – a box of cookies would be just as welcome when hand-delivered with a progress report as it would be during the Christmas season. A best-selling book by a thought leader from your industry would make a great gift any time of the year. Arranging a party for all your clients is another option. Or the evergreen present of gift cards, dinner reservations or complimentary products/service are also acceptable ways of showing appreciation for your clients.
Also, organizing a local tour for overseas clients when they visit or arranging specialty events (museum visits, perfume-making workshops, etc.) are innovative yet effective ways of showcasing client appreciation.
In this age of boastful social media, it is a lovely gesture to speak about your clients’ achievements rather than your own. Send a shout-out to your clients on social media whenever they achieve a milestone or other noteworthy success.
A healthy client relationship starts when communication, transparency and trust are established early on and you show your client you care.