3 Ways to Build Strong Client Relationships
by Mashum Mollah Business Development 11 December 2019
If you’ve ever worked in the service industry then you are well aware of the verbiage, ‘the customer is always right.” While this statement is mostly true, when it comes to cultivating a professional relationship with a client, trust is the number one component to winning their business and keeping it.
Service companies depend on trust even more than product-based companies because of your success – whether it is real estate, financial services or law – relies predominantly on the quality of the customer’s experience.
The question then becomes, how do you design purposeful experiences that build trust?
President and CEO of ABQ, Marjorie Adams, says ‘with trust, you’ll have customers (or clients) for life. Without trust, you may as well pack up and go home.’
Here are 3 ways you can build a positive rapport with your clients:
Be an expert
When clients are willing to place their trust in your hands, no matter what service you are providing, it’s important to know every detail of your business and be able to explain it to them. By becoming an expert in your field, someone with the capacity to examine a situation and develop a plan or solution, you are ensuring your customers or clients that they can be confident in your capabilities and that they can count on you.
Make yourself available
As with most professions, clients want to feel that their business services representatives will be there for them when they need them.
Chicago executive Thomas Kane says there is a range of common client concerns that can arise, and at any time. “You’ve got to change your 9-5 mindset, especially in today’s climate where technology allows us to be reached at any time of the day. If a concern is worrying the client, it’s important to keep in mind they need to be addressed right away.”
Deliver on promises
Another way to gain client trust is by delivering on your promises. Set goals and strategies at the start of the client relationship, and be sure to outline the services that the client can expect from you. Of course, while there is no guarantee on a return on investment, most aspects, such as client contact and meetings, can be managed entirely by you. Be responsive; return phone calls and emails in a timely fashion and follow up with the client periodically to make sure all of their needs are being met.
Keep up with your customer’s business as well as their industry. You don’t have to be a master, but this will assist you to talk the same language as the customer, know what holds them up at night, and provide your communication and present accordingly.
Above all, clients want to be treated as people, not as numbers. Listen to the client, address their concerns and be sure to ask them about their family. These are all simple ways to deepen the relationship and build trust so that your clients will continue to come to you for guidance.