In order to keep our clients happy, we must stay connected and accountable to them on an ongoing basis. We often get busy trying to attract new business and clients and sometimes forget to stay connected with the ones we currently have. In order to have a business that is “above the rest”, we need ongoing communication and participation with our clients. We need to be asking the hard questions and embrace the answers we hear.
But what are the questions we should be asking? Here are a few that we believe should be brought to the table on a semi-regular basis:
1. What is working? – It’s important for you to know what is working in your business relationship with each client, so you can continue doing it. How is your communication with them? Is it often enough? Is it too often and overbearing? Is your team friendly and enjoyable to work with? Do they feel cared for, supported, and are their needs being met? Are your services and products meeting their expectations? In what areas are you exceeding their expectations? Is your business making a difference to their bottom line? Is their business growing because of your contribution to their company?
These are all questions that can be explored and should be discussed every few months in order to keep your client pleased and feeling that you go above and beyond what is required.
2. What isn’t working? – This is an even more important question than the first. You may not always want to know what isn’t working, but you definitely need to know what isn’t working. Find out what areas need to be improved on. Is your customer feeling neglected or overlooked? Are they always put on hold or into voicemail when trying to contact you? Does it take your office days to return their calls or emails? Do they always feel like they are a bother when they touch base with you? Do they feel you are only doing what is necessary to keep their business and not truly caring about their needs or growth? Do they feel you only care about them paying their invoices on time? Are they satisfied with the work or product you are providing for them?
These are questions you need to ask in order to maintain a healthy and long-term relationship with your clients. People will not move on to other businesses if they are satisfied with what you are providing and feel cared for. Your business depends on maintaining the current clients you have as well as growing your business. Losing clients on a regular basis should be a red flag to how you are serving your customer base.
3. What needs to change? – Ask your clients, in order to move forward and continue having a working relationship, what needs to change? Does your staff person work well with theirs? If not, another person on your team may need to be reassigned to their business. Is there a better, more productive way to communicate? Is there a need for a regular weekly check-in to make sure all needs are being met? Is there a different product within your company that may serve them better? Is there a different procedure that needs to be put into place in order for things to flow more productively?
All of these questions and many more need to be presented on a regular basis between you and your clients. We often do not want to have these conversations because we know they create more work. However, what is the alternative? Losing their business and having to start all over with another client? Having a disgruntled client who doesn’t think very highly of your company and who would never recommend you to anyone else? It costs you NOT to have these honest conversations, and to NOT remain accountable to your clients. Find ways to begin dialoguing honestly with your customers, have the hard conversations and look for ways to better serve them!
For further information on Jennasis & Associates and how we can help you today, click on our website at www.jennasisassociates.com or email us at digitalmarketing@jennasisassociates.com.
