While company guidelines are necessary for consistency, they may not work for every person that walks through your front door. Why? Because no two clients are ever the same! With that said, here is a step-by-step guide that you can follow to ensure you're staying customer-focused and retaining those high-value clients for lasting growth:
One of the most important components of a healthy client-service relationship is clear, open communication. To maintain a high level of transparency, we suggest using the likes of a Client Portal or Team Inbox, or simply creating a check-in schedule for your team to follow. Some things to ask yourself include:
How many times does your client expect to hear from you?
Does this project require daily, weekly, or monthly check-in emails, phone calls, and meetings?
Consistent communication will offer a chance for you to be aware of your client’s specific needs and goals as things come up. This will also make space for you to ask questions, listen to concerns, and acknowledge challenges.
Check in with your client, ask for input, or gauge their satisfaction level in a 1-on-1 call. A few things to keep in mind during these sessions include:
Are your client’s needs being met?
Does your client feel that the project is on track to meet their goals?
Is the communication schedule working?
If you're busy trying to juggle your own work and life, you might unintentionally forget to check-in with your clients. If this sound like you, try working with a smart platform that lets you schedule emails which fire off to your important clients, automatically. This way, you can stay focused on doing the actual work while technology takes care of the rest.
By the time a deadline hits, there should be no surprises. Feedback, check-in points, and mini-deadlines throughout a project will ensure that you don't encounter any unexpected bumps in the road. By discussing progress and challenges, and by working with a flexible project management tool, you'll be able to monitor deadlines more effectively and avoid scope creep before it sets in.
Remember that your customers are your strongest asset, and the client-agency relationship is a two-way street. Even on those days when your menial tasks get in the way of communication, try to think: we all have time to give. Even if it's just a quick call or email, this kind of communication can go a long way when it comes to retaining a client or losing them to a competitor.
Good client relationships are vital to business growth, but only through working directly with clients, can you learn more about your business and the way your teams work. Personalizing communication and setting realistic goals and expectations with your clients will set the relationship up for success. This way, both parties are heard and both parties are happy with the work that is being done.
So, what's your communication process like? If it's lacking clarity or consistency, check out Accelo’s CRM and project management tools that'll increase client success and satisfaction - click here to start your free trial today.