Having an influx of clients
is the basis of any stable business, and one of the most aspects of our
work is sustaining and improving our relationships with our clients. Enhancing these relationships makes the project
more effective, satisfying and enjoyable.
Better relationships also improve the possibility
that we will get future business and referrals.
The following are ten things you can do to enhance
these client relationships and some ideas
on how to get started.
1. Develop
a well-defined contract with your client.
To have a successful client engagement,
this is the number one guideline. Neither You nor your client can be clear on deadlines
and deliverables, roles and responsibilities, methodologies and measures without
an explicit contract. Also, a clear
contract also is a great support to a
good working relationship. The objective of a contract is precision, not legalese, so it reduces conflicts.
Idea: Your jointly
agreed contract should include the following at the least:
- What the responsibilities and roles are for you - and members of the client group
- What techniques you plan to use throughout the project
- The project timeline
- The clear description of success
2. Get
to know your client better.
When
individuals in a relationship take the time to get to know one another all
relationships are better. Study the client's
interests. You will possibly spend many hours with and around the client during the project. Knowing their little interest is important to
some clients than others, but we all like
to have conversations with others about our interests.
Idea: learn something new about each client in every
consultation you have. Keep track of that information in your project
notes, contact manager, or wherever you can find it when needed.
3. Ask
more questions.
 |
It is necessary to ask questions so that you can understand
situations better. Make the time to ask your client what she thinks, how she feels
and try to comprehend her observations regarding the advancement of the project
and your performance.
Idea: One of the most
important ways we can develop to improve our client relationships and consulting
skills is through the power of questioning.
4. Say
‘’No “when necessary
Sometimes we get asked by customers to do things beyond our interests or capabilities.
When these new requests are beyond the contract agreement, be ready to say no.
Try to understand both the client's reason for asking as well as your capacity to deliver. Just because "the Customer is always
right." Doesn’t mean you should automatically say yes.
Idea: Saying "No" may mean being on track
by not enlarging the scope of the project. It could also mean not taking
additional work that the client would like you to do. In whichever case, it is
easier to say no when you are focused on your objectives.
Take the time to ask yourself "What is my focus
as regarding my business both now and in the future - and how does this demand
fit into my plans?" More realistically, I have often asked myself if I
would be interested in or excited by this
new work. This is a critical question to muse which helps me decide before I answer.
5. Be
prepared to say "yes."
Only you will know when saying “yes “is
the right answer. After evaluating the
opportunity given to you by a client, the client will be glad if you say yes! It
often makes the client's job much easier.
This reply can also help strengthen your relationship with the client as well. The more projects you do for
the client, the more valued you become.
You know the ropes, the people, culture,
and systems. These are valid reasons for saying yes.
Idea: Undertaking assignments that expand your
skills and comfort zones are enough motivation to say yes. Always ask yourself, "Would I be thrilled
to do this project?" If so, you know what your answer should be.
6. Solve
problems and find solutions
We get hired by clients to help them
solve problems. The more difficulties we can help them solve, the better. Sometimes
our job allows us to see things that can be useful to the client. Assess these
opportunities and when suitable, help (or offer to help) the client solve the problem.
Idea: Be observant, and understand the big picture
of the client's business goals. Clients will be delighted if you can pinpoint areas
for improvement - particularly when you have suggestions on how to improve them.
7. Maintain
your distance.
We do become more important the more we
work in an organization, but we need to keep our role well outlined within the
organization. Even as we develop the relationships that make us successful, we
need to be meticulous in keeping our distance so we can continue providing effectual and valuable expertise and advice.
Idea: Always check your contract to help you stay
within role specified. While this “distance”
should not be misconstrued as a lack of interest in their organization. Your
efforts will be seen for what they are
when you let the client understand your reasons for
maintaining this distance.
8. Be
focused.
If you want to
maintain and build your client relationship, the best advice
is to stay focused on your contract and output.
Idea: discuss deadlines
and deliverables in client meetings. By Showing that concentration and then
delivering quality output as promised, we enhance our relationships and build
our credibility.
9. Learn.
Be open to new ideas and techniques approaching
each project with fresh eyes. You can quickly
turn off the client when you immediately snap to a solution, presuming that
their situation is "just like" ten others you have seen. There are
always little distinctions that will make a difference. Take the time to ask
about them, and incorporate them into your solution.
Idea: Always act like a beginner. If we attempt a situation as "Been there, done
that," our prospects of exceeding the client's anticipations is greatly reduced.
More importantly, our approach will show through, thereby harming our client relationships.
10. Work
on your relationship
Understand that the client
relationship is also a part of the job! Working on the relationship will make
you more successful in the existing project, heighten your chance for work in the future while enjoying the project. You’ll
also get to know and learn from your client. If you ask me, I’d say a worthwhile
investment in total.
Like this post? If yes, then don’t forget to share it with your friends on Facebook, Twitter, and Google Plus!
Also read: How to create a personal brand
No comments