There are two main components of client relationships.
To make it a rewarding and effective relationship for both the business and the clients, these concepts have to be understood and continuously examined as the business or individual markets change and develop.
First is customer service.
This is providing a solution to an existing problem your client may have with some services or product of yours they have interacted with, and for some reason been dissatisfied.
This doesn’t have to be a huge deal or even mean the loss of that client.
In fact, this is a great time to go above your clients’ expectations and provide them with an experience they will tell others about. If you are in a service business, you will find customer service comes in when rescheduling appointments or dealing with billing or payment issues.
Create an environment of understanding, and an honest feeling of wanting to help.
Client boundaries are super important and they have to feel like you are always the expert. They also have to feel supported and important at the same time.
Customer service is about keeping clients happy if there is a problem or if you need to change something within the relationship. Go above the expectations and clients will always notice.
Second is client relations.
Now, client relations is a whole different thing and in my opinion, more important!
This is the action we take to create long-lasting, loyal and empowered clients.
We support their needs through check-ins and open dialogue. We ask them what is working for them and what they would like to see change. We ask them to be involved in our communities and in our lives (either in healthy boundaries). Anticipated needs, progress toward their goals and overall involvement and positive recognition, will without a doubt bring your business to a height it has not yet seen.
Be aware of what you need and what your clients need. With this line of thinking, your business will be profitable and fulfilling to both yourself and your clients.
Be honest, speak your mind, be kind, and do your best work for clients you care about.
Written by: Emily Abbate, Director of Programs