Have you at any point taken a shot at a task that was behind calendar, discharged a program that had issues, or did not convey in a way that brought about a strained connection amongst you and a customer?
This article abridges five lessons I have learned throughout the years about customer relationship administration that have both decreased the pressure and manufacture trust in my customers.
Pressure emerges with customers when desires are not met according to the customer. The principal lesson that I found out about customer connections is to set practical desires.
On the off chance that this isn’t conceivable, it does not merit working with the customer, regardless of whether you are doing deals, promoting or improvement work.
Call the Client
When things go wrong and the client knows, call. Email does not always translate circumstances or feelings well as there is no voice inflection and a client usually places more value on a phone call. Discuss the situation and have solutions ready! Also have a time line ready for implementing the solutions and resolving the problems. Be sure you can deliver on the timeline; this will restore confidence. People in crises situations feel less stress when they know what to expect. When you execute the solutions and the client is aware of this they will increase their confidence in you and relax more.
Keep the Client Informed
When things go wrong and the client doesn’t know, it is still a good idea to let them know. This is not always the case, but in my experience, more often than not it resolves more potential problems than it causes and shows your integrity. I always have solutions in place and address the problem before I talk to the client.
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Have solutions ready for clients when there are problems. Do not expect them to tell you what to do. Offer them solutions and ask for their thoughts. In my case clients have most often said, “What do you think we should do?” This shows the client that you have thought about the problem and have it under control.
Watch those Promises
Do not promise what you cannot deliver. It is always better to “under promise and over deliver” as they say. This is critical in the above scenarios and always true with clients. Set realistic timelines and budgets and add a little padding so you can absolutely deliver what you promised and then some. This will pay off in spades. Clients will be more likely to refer you and more likely to use you in the future.
Add value to you and your business by bringing the client ideas. For example, you might make these suggestions to a website client: “Have you ever thought of using Google Adsense to add a revenue stream to your website? Do you have a tracking system on your website? I have found this is a good way to understand where people are entering your site and where they might be leaving, as a tracking system may offer insights into navigation problems which lead to audience attrition.