The success and growth of any business depend on its relationships with clients. Keeping an existing client in your database is easier and cheaper than getting a new client. However, keeping clients in your business is no easy task. You must be intentional about building and maintaining strong relationships with them. Here are some tips to help you build strong and long-term relationships with your clients.
Consistent and open communication
Every relationship thrives on consistent communication from both partners. Communicate with all your clients even after a sale. Respond to all their inquiries on time and provide all relevant information about your business. Use every opportunity to get a client’s contact information including the email address and phone number. Use the contacts to communicate regularly but do not be intrusive.
Always give your clients an option of unsubscribing to your newsletters, messages, or emails. Utilize social media platforms and your business blog to keep your clients engaged every day. Personalize your communication with each client. Address clients by their names in your communication where possible. Personalized messages show that you care about each client.
Deliver exceptional results
The only way to keep a client buying from your business is to provide high-quality products or services. The client relationship manager Trevor McClintock explains that exceptional results motivate your clients to stay and bring others along. Many businesses grow through customer referrals. Your clients are your best brand ambassadors because they have tested your products or services.
Current clients will only refer others to you if you exceed their expectations. Invest in product innovation and development such that the quality of products improves consistently. Go out of your way to please your client with exceptional customer service even before they buy from you.
Keep your commitments
Many business owners go wrong on their commitments to their clients. You market your business and promise to deliver a service or product on a specific day. You assure your client that you will meet their quality and quantity requirements but fail to deliver. We have mentioned above the need to deliver exceptional results. However, you need to be realistic about the resources, skills, and capabilities in your business.
Do not promise what you cannot deliver. Be realistic about the deadlines and keep your clients informed about each order or project. Always work towards honoring your commitments at all costs. This brings us to another important aspect of client relationships.
Be open and honest
You make commitments to your clients with the expectation that all your internal processes will remain the same. You do everything you can to keep the production process running as usual. However, sometimes you will fail to deliver products or services on time because of unexpected circumstances. Some of your links in the supply chain may fail. Sudden changes in the market will affect your ability to honor your commitments.
Be open and honest to your clients in such circumstances. Give genuine reasons why you cannot deliver your promise. Your clients will understand and wait for you to deal with the situation if you are honest. Openness and honesty in communication help you to build trust in your clients. Be honest about the capabilities in your business when negotiating deals with clients.
One way to build a client relationship is to share useful knowledge with your clients. You do not have to talk about your business or products in all your communication. Utilize your website, social media, or blog to share relevant information with your clients. Post content that will benefit your clients and possibly initiate discussions with your clients. Study the interests of your target market to determine the type of content that is relevant to them. For instance, you can generate topics from their posts and comments on social platforms and forums.
If you conduct any survey or research in your industry, share your findings with your clients. Share the latest trends in the market that are relevant to your line of business. Your clients will look forward to your posts and emails if they contain educative content.
Building strong relationships with your clients take time and effort. You must invest resources including financial and human resources in the recommended strategies consistently. You also need to test the strategies to determine their effectiveness. For instance, you can determine if your posts are relevant by the feedback and comments from your clients. At the end of the day, your clients should know that you care about their welfare and not just their paycheck.