Published:

02/18/2012 01:08am

Building Client Relationships

We all know it costs us a lot more to develop a new client than it does to maintain and grow with a current client. They already know the benefit of working with us. Adding services or products that will help them be more productive or efficient is a great way to grow your business, and go deeper into your relationship with your clients.

So what are the best ways to build a good rapport with our clientele; one that will yield us not only continued business, but referrals? I think there are three key elements to creating long term relationships, they are:

• Exceptional quality products/services

• Stellar customer service

• A reliable and ethical reputation

I see it all the time on forums, people asking how to do something that a client has requested. Don't promise something you can't deliver. There are so many other options available to solve this issue. Be honest and up front with the client. Offer them several options. Consider discounting your rate on the project and/or agreeing to get up to speed on the software needed at no cost to your client. Consider finding someone with the expertise and subbing the work out to them at a cost that allows you to make a little money, too. Or connect the client with the sub who has the skills and help them get the project done to their specifications.

Another area where we sometimes overextend is in deadlines. Just because the client wants it by tomorrow, doesn't mean that's reasonable. If you know you won't be able to complete it in the requested period of time, let the client know. Your relationship will be much stronger if you be up front and honest, even to the point of referring them to someone else to better serve their needs.

Do something extra as often as possible. Maybe it's offering them an added feature to the project, or suggestions to improve or make the project more effective. Anything that will exceed their expectations and communicate to them that their satisfaction is the most important part of your relationship.

Find out how the client prefers to communicate. Not everyone prefers Email, some like to speak by phone. Some respond to voicemail, others don't. Make sure you're listening to the client's needs and react in a way that makes it easy for them to work with you.

Always be looking to improve your service. It's easy to make a client feel important by asking them to critique your work and level of service. Ask them how you might improve your service and then really listen. Sometimes they may not feel there is need for improvement, which may lead to a nice testimonial or referral. Never miss an opportunity to connect and make the client feel like a partner and a part of the process.

And finally, as you get more involved and familiar with their business, be sure you are referring business to them. Referrals should never be a one-way street. It should be something you both do regularly to support each other. This will go a long way in building a good solid, mutually beneficial relationship!

Jeannine Clontz, IVAA CVA, MVA, EthicsChecked™, provides marketing and social media support, training and consulting to busy entrepreneurs. For information about finding a VA, download her FREE 10-Step Guide to Finding the Right VA, or to learn why Social Media should be an important part of your marketing plan with her FREE Report, Social Media Marketing Benefits, visit: http://www.internetmarketingvirtualassistant.net, or contact her at info@internetmarketingvirtualassistant.net