Building Rock-Solid Client RelationshipsPosted: March 10, 2015
Building strong business relationships seems quite simple, but actually requires a lot of time, effort and tact. The key to building lasting and successful business relationships with your clients is to provide real value to them on an ongoing basis. In other words, you have to help your clients see that there’s more to your relationship than a financial transaction.
Developing and maintaining these connections can be challenging at times, but I’ve found the rewards are well worth it. A personal relationship, whether developed over days, weeks, months, or years, can lead to more connections, positive referrals, increased sales, and a general sense of fulfillment.
The following tips should help you strengthen and build rock-solid business relationships with your clients:
- Treat others the way you want to be treated. This is possibly the most obvious suggestion, and often the most forgotten. Put yourself in the other person’s shoes and provide the same level of respect and services that you would expect from someone else.
- Pay attention to body language. People can tell, consciously and subconsciously, how you feel about them. Keeping your arms and legs uncrossed, smiling, and making eye contact are simple ways to keep clients engaged and feeling at ease during meetings. I find the best tactic is to be yourself and not overthink things.
- Honesty is key. Like any other relationship, your business relationship won’t survive if you aren’t honest with each other. Clients are smart and know when they are being manipulated. Being open and honest in all aspects of business is critical, and to cultivate the kind of long-term relationships your business’ success depends on, you should build a reputation with integrity. Keep in mind that meaningful relationships (business or otherwise) take a substantial amount of time to develop and only a moment to destroy. White lies can damage your reputation, so take a genuine interest in the relationship and the rest will take care of itself.
- Be a useful resource. The more value you offer to clients, the more they will depend on you. Provide information clients may find useful, whether or not it benefits you. With that being said, don’t waste their time by sharing irrelevant news and offers you know wouldn’t appeal to them.
- Manage time well and always meet deadlines. Getting work finished well and on time is fundamental to maintaining strong client relationships. When you say you’re going to do something, do it – there should be no questions in your client’s mind that this may not be true. That freedom from worry helps build trust, and clients will stick with you if they can rely on you.
- Think of clients as more than just “clients” – think of them as people! Every client has his or her own likes, dislikes, preferences, issues, concerns and opinions. Your bond with your client will grow the more genuinely interested you are.
- Reward loyal clients. It’s easy to make the mistake of growing complacent with existing relationships and focus efforts on acquiring new clients. Rather than leaving old relationships to get stale, honour clients for their loyalty and business by giving them the treatment they deserve. Whether it is through reward programs, exclusive discounts, charity donations, or tickets to a basketball game, find a way to say “Thank you for your continued and highly valued business.”
- Be more than an email address. Email may be quick, but it’s also impersonal. Try a phone call, Skype chat, or set up an in-person meeting to bond with clients.
- Keep things light. At the end of the day, it’s all about connecting. Make clients feel more comfortable by joking around with them, and if you don’t know their sense of humour just yet, you can always poke fun at yourself to lighten the mood!
Do you have any client relationship building tips you’d like to share? I’d love to hear your ideas and about your experiences, so share them with me in the comment section!