Any brand or business leader knows just how crucial effective client management is. According to an article by Forbes Magazine, loyal existing customers have a 67% higher average order value than new customers. Studies have also shown that returning clients are 33% more likely to spend much more than new customers.
Whether you are a brand, C-suite executive, or a client manager, or having the right client management skills is vital for your business to survive.
This article will take you through key client management skills that you should always have in an organization or brand.
What Is Client Management?
Client management can be thought of as the systems and processes used to maintain optimal client relationships. The process usually starts before even before onboarding which is one of the most crucial stages of the organization-client chain. During the awareness stage, the organization has to initiate and maintain a pleasant client experience, although the client hasn’t committed yet.
Once the client has been on boarded, you are now in a position to make them experience something better and deeper. Remember that studies have shown clients are most easily lost during the onboarding phase. If they sense anything is off or they don’t trust their gut feeling about you, they’ll probably discontinue the process. So, as a student trying to figure out “Who will write my essay for me?” trust, honesty, transparency, and clear communication should always underpin their relationship with the paper writing service chosen.
6 Ways to Improve Your Client Management Skills & Grow Your Business
These six client management skills will help you to retain clients and add to your business value.
- Define Clear Goals and Maintain Transparency
In the heat and excitement of talking and selling to a client, we often overcommit or promise things that we can’t deliver. Especially for those starting as noobs, the thought of having your first or second client can often stand in the way of clear thought. So, you might end up saying that you will deliver a project within three weeks when in reality the project needs at least two months.
At the onboarding or sign-up phases, you should always define clear goals with your clients and attain congruence between what they expect versus what they can deliver. If you are freelancing or running outside of proprietary systems, you should always ensure that you agree on all rates and anything in between. if not, prepare yourself for headaches up a mile ahead or so.
Remember, Don’t make promises you can’t keep, and let the client of any event that is a probability and a guarantee. Be sure to cover yourself, especially with over-demanding clients right from the bat.
- Have Clear Communication Channels
The last thing that you need is your client trying to communicate with you but they can’t reach you for whatever reason. So, at the moment of signing the client agreement, you should have properly agreed on what type of communication method you and your client will adopt. This might be calls on a direct line, a specific email address, or even a client management system (CMS) such as Zendesk or Zoho.
- Be Data and Detail Oriented
Clients love a client or relationship manager who has the numbers and knows the details of their project. This doesn’t mean quoting figures about other projects to the clients. Once the client signs up it is all about their project.
Always have access to essential facts, figures, and metrics about the client’s project, according to what you agreed to at sign-up or onboarding. Whether it’s tracking monthly leads, revenue versus advertising costs, or social metrics, a client manager should be able to provide precise and actionable data. This ensures that every promise made to the client is not just a vague commitment but a clear, measurable objective.
- Use Feedback Materials
Listening is always important for a client relationship to work. So, gather feedback from the client at each stage of the contract and use surveys or questionnaires whether automated or email-scripted. Professional writing companies always use reviews – an example is this essaywriter.org review – to gauge client feedback, outside of surveys and questionnaires.
Not only will you make your clients feel very happy and appreciated, but they will also share important insights that can help you improve your business.
Provide Regular Updates
Clients appreciate being well-informed. Therefore, regular updates on key milestones, budgets, and project progress will keep your clients in the loop. Schedule updates as early as possible.
However, take it a step further and don’t just rely on automated systems to interact with the client. Instead, drop them a personal email when you’ve hit a milestone, and don’t be afraid to share good news. Invite your client out to breakfast or lunch once, if possible, to show your appreciation for the project and discuss progress in a more intimate setting. It might be the best money you ever spent.
- Show Patience
Clients are also human, and sometimes they also fall short like the rest of us folks. Clients may be unfamiliar with your product or service, and they may require extra guidance. Patiently explain to the client about your rates and offer and make them understand your model, but don’t let this be an opening for manipulation on their end.
It is always best to agree on payments in a way that you never have to speak about it with the client again. However, especially for freelancers, sometimes it might be a bit difficult to achieve a fixed kind of payment system. When the client can’t pay on time, be empathetic and listen to their reasons. It might be genuine and you can always work something out.
- Always Prioritize Your Clients Goals
Wherever you are and still working on a client’s project, always remember to have your clients at the back of your mind. Sometimes, this may mean working overtime on some projects or going the extra mile to ensure that the client is satisfied.
The client doesn’t need to know everything that’s happening in the background. You don’t have to mention that your “cousin from Tulsa” was in town to get married and that’s why you can’t work on their project. If you’ve given the client a deadline, try your absolute best to stick to it, and communicate early enough if there are major changes or distractions expected.
Wrapping Up
Making your clients happy should be the numero uno reason why you exist as a business. Remember, mutual satisfaction is important but it is easier to get a new client than to keep one.
By taking on a collaborative attitude, setting clear goals and expectations, and using the right tools such as Client Management Systems, you’ll be in a great position to foster great client relationships.
Also Read: Matthew Walsh: Setting The Pace While Building Healthy Relationships With Clients
