In almost all professional services industries, client relationships are fundamental to operations. Winning new clients and retaining existing ones are both key to creating a sustainable and profitable business, whether you’re a solicitor, architect, marketing consultant or accountant. In this article, we’ll explore five key steps to help you master client relationships in your line of work.
Building trust
Trust is the foundation of any successful client relationship. Without it, progress can grind to a halt for both sides. To achieve the desired outcomes of the professional relationship, there needs to be trust from both sides.
Communication is the most important tool available to you for developing trust. Show honesty, transparency and commitment, and ensure your professional expertise is highlighted as early as possible. Consistency and reliability are also key elements to lay the groundwork for a fruitful client relationship. Show that you can be counted on and you’ll see trust offered in return.
Tailoring your services
Paying clients don’t just want standard packages, they want to feel like they’re getting a service tailored specifically to their needs. Doing this helps to show that you’re invested in their ambitions or challenges just as much as they are.
Every client is unique, this should come across clearly in every interaction and all the work you deliver for them. Yes, you might have other clients, but every individual or business wants to feel like the most important one. Don’t forget, personal touches and little details go a long way.
Delivering results
Performance is ultimately the thing you’ll be judged on most by clients. If you can’t deliver results and help them reach their objectives, there’s little reason for them to continue the relationship. No matter how much trust you’ve built up, performance speaks for itself.
Results can’t always be guaranteed and, in the case of professional mistakes or judgement errors, can even cause financial loss and reputational damage for clients. A strong professional indemnity insurance policy could provide a layer of protection should this happen.
Going above and beyond
Once you’ve proven your worth to a client, there’s no chance to sit back and relax. Going above and beyond should always be your next focus to continue developing that relationship and potentially gain a more lucrative deal from it.
Cross-selling and upselling your services is a great sales strategy and can reduce your reliance on bringing in new business. From the client’s side, they may be happy to trust you with more responsibility if they’re assured of your professional vigour and appreciate your efforts to go above and beyond.
Retention and referrals
A successful client relationship should ultimately help you to gain others. Retention can be achieved with all of the above, at which point, your clients almost become a spokesperson for your services and may help you attract new ones through referrals and testimonials.
How could you improve your client relationships?