The business case for personal connections
Relationships are the lifeblood of any business, but often this critical fact gets lost in a haze of product or service-focused details. Neglecting to prioritize clients and their needs can spell trouble for even the most successful companies. In fact, the 2022 Global Consumer Trends report from Qualtrics (Nasdaq: XM) estimates that businesses stand to lose $4.7 billion globally due to bad service. Recent global challenges have only exacerbated client frustrations with poor service and pushed interactions with clients into uncharted territories. As companies continue to grapple with the effects of the pandemic and still meet client expectations, building relationships and fostering strong customer loyalty are more vital than ever. The solution to this global problem is quite simple; we need human connection. Representatives of companies need to stop seeing clients as “clients” and start treating them as people. It doesn’t matter if you have a one-person consulting company or a Fortune 500 corporation, the principals are the same. Relationships are the antidote to bad service and unhappy clients. Here are five ways to build strong working relationships that will delight your clients.
Be Accessible.
It’s important for clients to know that their concerns matter. Whether you are working with an individual or a board of a large corporation; they’re all people who want to find solutions to their problems, and they have entrusted you to help them do it. Be mentally engaged and available to hear what they are trying to communicate and ensure they know you are seeking a solution. A simple “I am going to look into this and will get back to you with an update by tomorrow” will go a long way.
Communicate, Communicate, Communicate, and Follow Through.
Clients not only want solutions, they also want clear and consistent communication. If the solution isn’t something you can provide right away, give frequent updates, set expectations, and then do your best to exceed your promised timelines. If there are bumps along the way, always tell the truth. There is no faster way to kill a client relationship than for them to catch you in a lie. Trust is earned, and once that bridge is on fire, it’s almost impossible to rebuild.
Show Empathy.
It’s your job to put yourself into the client’s shoes, and step up to advocate for them. This means very clearly communicating your client’s needs to your internal team and setting realistic timelines that work for both parties.
Also, be helpful, humble, and kind. Be prepared to meet clients at their skill level, not yours. It’s not their job to accommodate your needs; it’s your job to ask how you can assist them. Educating them up front with empathy and understanding will only help improve your relationship in the long run.
Issues are Opportunities.
Remember, clients are not obstacles, they are people with emotions and concerns – just like you. Every complaint or issue is an opportunity to learn and improve. Statistics show that 83% of clients believe that they feel more loyal to brands that respond and resolve their complaints. (Khoros) Demonstrating that you can be there for your clients, in good times and bad, builds a trust that your company will be there for them when they need you.
Be Authentic.
Helping clients with full transparency, not shying away from difficult conversations and conveying pure motives to help, will set you apart from your competition every time. Clients will return to do business with that person; the person who made them feel less like a wallet and more like an individual.
