Today it takes more than just building a relationship with your clients through simple business transactions. Knowing data and the packages your clients want are important but what about the clients themselves? How much do you really know them? Of course, we are not saying you should be completely buddy-buddy with them. An appropriate distance between you and your client is important too. But what we are saying is that you should be looking at your clients less like dollar signs and more like people and for good reasons too.
Clients can definitely sense if a business doesn’t have their best interest in mind. You certainly do not want your clients feeling like an end to a mean in any way, which is why it is important to get to know them in a more personal level.
Building Trust and Authenticity
If your client is going to be doing business with you, they need to know that they can trust you. Sounds simple, but you will be surprised how many businesses tend to forget it! A client is not going to work with someone whom they cannot trust. Depending on the line of business you have, they might be sharing some sensitive information with you, so it is crucial that there is some line of trust already in place between you and your client.
So, what is the best way to build trust? The answer is authenticity. It is important that you do not try to trick or misguide your client. Be honest and transparent. Tell the client what you can and cannot do, what is available, how much the pricing is, etc. By doing so, you will be able to build a rapport with the client and show them that they can trust you. And in return, your client will be more willing to give you more information and work with you.
It is also important to note that authenticity also involves not treating your client like a walking dollar sign. Remember your client is a person just like you, so do not be afraid to admit you have made a mistake or crack a little joke. Casual interactions are just as important when it comes to getting to know your client as you get a feel of their personality and are therefore able to help them better.
Getting A Better Understanding of Your Client’s Needs
Once you start building trust with your client, you should be able to easily pick out your client’s needs. This is where the importance of getting to know your client really comes into play the most because here, you will be able to help them beyond the surface level.
When it comes to getting to know your client and what they need, asking about their long-term goals is a must. Are they looking to expand their business to a franchise? Do they need more help with financials beyond just a single consultation? Or maybe they need assistance with keeping engagement up for their business’ social media? Really pick your client’s brain and get to know more about their passion and future plans.
Once you are able to see the big picture of a client’s long-term goals, you’ll be able to understand their needs much better and in turn, help your client in achieving them. Furthermore, your clients will be much more open to receiving any additional suggestions from you as well.
Gaining Important Client Feedback
Feedback is something you should be striving to get. There is nothing wrong with a little criticism as it is given to help you improve, not to hinder or insult you. If you have been building a good relationship with your client, then they should have no problem giving you some feedback. According to Forbes, 77% of consumers view brands that not only ask for feedback but apply it as well in a much more favorable light. So, do not be shy in asking your clients what you could be doing better.
When receiving feedback remember to be respectful and listen. Take note of what worked and did not work for the client. Be empathetic to any problems they might have had. Do not try to argue with them but do add in clarification if asked. This is also a time to be mindful of any lingering needs the client may still have for the next time they return for your assistance.
Your Clients Will Keep Coming Back for More
It has been proven time and time again that people come back to businesses that treat them right! According to a report done by Salesforce, 92% of customers will more likely make another purchase with a business when they receive positive customer service. If you treat your client well, you can bet that they will be returning to you again for your services. And a part of that is showing them your appreciation. You’ll be surprised how a thank you email goes a long way.
The more you get to know your client and truly build a relationship with them, the greater chance you’ll have in helping them flourish and reach their goals. Not only that but you’ll be sure to gain a long-time loyal customer as well.