Keeping your client happy is the most important thing in your business.
Or at least it should be!
But oftentimes business owners can get caught up in the bigger picture.
Little things like remembering personal details and a regular in-person checkup can get overlooked in favor of grand strategies.
In fact, it’s not uncommon for a client to leave even if you’re delivering great results.
Such is the respect that clients & customers place on a personal touch and a trusting relationship.
At the end of the day, it’s not just about results for most clients: you need to let them know you have their best interests at heart.
Here’s how:
When It Comes To Building trust, The Small Matters As Much As The Big
So why aren’t results the only things that matter?
Why should you invest in doing small things for your client as well?
Well, in business you are operating in a relationship built on trust. Your client needs to trust you to do business with you.
They also need to at least like you a little bit if they want to buy from you.
Trust is absolutely essential in business dynamics. It’s the cornerstone of all long term business partnerships.
And while trust in business is certainly built by big gestures & reliable results, it’s maintained over the years through small, thoughtful gestures.
Doing these five little things will prove to your client that they’re not just a number to you: you really do care about them and your future together.
Try To Answer Your Emails Promptly
We get it: the weekly grind can become very busy, very quickly.
Plus, it’s difficult to focus on completing a task when you have your email tab open.
We’re certainly not saying you should reply to client emails as soon as they come in.
But replying promptly is one of the best ways to make a client feel appreciated.
Now, there’s obviously a line: if you reply instantly every single time then it sets an unrealistic expectation.
Instead, try to respond within a few hours. If you can’t manage that, then at least try to respond within the same day.
It can help cultivate a feeling in your client’s head that they are a valued partner of your business, and that you respect their time.
We’ve heard some horror stories of clients waiting weeks to get a reply – rest assured, they didn’t stick around!
Make Updates A Regular Thing
Usually an update or check in can take the form of a monthly report, but checking in every one to two weeks is your next best bet.
This will keep your client happy because they know you’re doing the work they’re paying you for.
It also opens up a dialogue for more collaboration and discussion of ideas on a regular basis, growing your relationship together.
Try To Have Regular Phone Calls Or In-Person Meetings When Possible
Even in this day and age when emails and texts are instant, nothing beats a phone call or in-person meeting – clients love it!
This signals to your client that you appreciate them enough to take the time out of your day and really dig into ideas with them.
Next, it adds that all important personal touch we mentioned.
Putting a human face to the name and reminding them that you’re not just an email address on their screen is important for trust.
Lastly, clients appreciate being heard: a meeting gives them the opportunity to air out any concerns they may have.
Do Try And Educate Your Clients Often
Now, you don’t have to give away all of your trade secrets.
But educating a client on exactly how you’re helping them – or breaking down your latest reports into manageable chunks – can help you both avoid miscommunication.
This could be in the form of:
- Explaining how many hours you spent working on their account this month
- What tasks you completed for them
- How much closer you both have moved towards finishing your project deadline
- Explaining the results you delivered in more realistic terms: how many sales or leads did you get them? Were they offline or online?
- How you’re planning to increase results next quarter
Plus, it helps avoid confusion around that fear all business owners have: are they actually doing the work that I’m paying them for?
Make An Effort To Get Personal
You will have to take your own lead on this one, but making an effort to be personable with your clients is a must.
Talking to them about things outside of work helps to build a rapport and long lasting business relationship.
You don’t want to get so personal that it’s unprofessional, however. But here are some good examples of what to inquire about:
- How was their weekend
- Hobbies outside of work
- Any sports that they watch
- Latest regional news
- Trends in their industry
But Etiquette Isn’t All You Need…
Do you know what’s just as important as client etiquette?
Making sure your finances are healthy and growing!
At The A Firm, our qualified and expert team of accountants and bookkeepers can help you with:
- Business advice
- Financial advisory services
- Build you a brand new business plan
- Payroll
- General tax services
Leave the spreadsheets to our friendly bookkeeping team. You just focus on keeping your clients happy and coming back for more business.
Book a free strategy call with our team today!