So much work goes into winning new business, paying little heed to the vertical space in which you work; there is the underlying prospecting, early discussions, vital program improvement, spending thought, and production of an expectations timetable. Shockingly, the majority of that work can go to a dramatic end before the ink is dry on the agreement when a similar measure of time, vitality and responsibility isn’t set on dealing with the customer’s desires after the business is won.
To guarantee this is never disregarded, we built up the Super Six: keys to creating amazing customer desires and building longstanding connections that can withstand great circumstances and additionally obstructions. All things considered, it’s anything but difficult to keep a customer when things are going great; keeping up a customer when challenges are out of hand is the genuine trial of a relationship. We trust the Super Six will help in this procedure:
- Regularly communicate and address problems directly
A lack of communication is usually at the root of most problems associated with clients. Any good client relationship will be able to weather setbacks if you are proactive in communicating both good and bad news. When communication is direct and transparent, trust forms and helps to create a foundation for long-lasting relationships.
- Agree on strategy, goals and timelines
Until you and your client agree on strategy, goals and timelines, you are always at risk of them not understanding what success is and how it should be measured. We always suggest creating a scope-of-work document that outlines the program details, budgets and metrics. This will alleviate any confusion over expectations and hopefully eliminate a difficult conversation.
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- Build a relationship that goes beyond client/vendor
I have long maintained that business people like working with people they not only respect, but also personally like. Therefore, we believe that developing a personal relationship goes a long way in building a stronger business relationship. Get to know the client’s family situation, how they spend their free time, where their interests lie and, most importantly, what motivates them on a daily basis. When you understand what makes them tick as a person, you can translate that into your business relationship.
- Be a counselor
When you offer your client advice, direction, input and business counsel, you become a truly valuable partner. This style of open dialogue helps to establish the respect necessary to ensure better project management. Clients hire outsourced marketing services because they want an objective opinion. If you fail at giving that POV, you subject yourself to being a “yes man or woman,” which will ultimately be your undoing.
- Be a good listener
Listening is one of the most misunderstood and least used tools in managing client expectations. Many clients are unsure of what they are trying to accomplish or not very good at articulating it. As such, you must have excellent intuition and listening skills in order to identify key messages being communicated. One of the best ways to compensate for a client who communicates poorly is to repeat what you have heard and ask them to confirm the accuracy of key takeaways, which will ultimately impact expectations.