Earning new business is tough. Acquisition costs are a huge portion of a marketing budget, but many businesses neglect the best marketing strategy: leveraging from your existing clients. Most of our own projects and new clients have come from word-of-mouth referrals. Building loyalty offers the best returns, and that begins with building superb relationships with your clients.
This is a standard for any relationship. Nothing works if two separate parties can’t communicate goals, expectations, misunderstandings, schedule conflicts, and more. Communicate your available hours to avoid frustrated clients who are trying to reach you at 6 p.m. when business hours end at 5 p.m. Let your clients know that you’re about to have your first grandchild and won’t be available for the next 48 hours. Divulging information, both personal and professional, is critical to a strong relationship.
- Meet them where they are.
It’s important that you understand where your existing clients are most comfortable. While communication is top priority, if you’re shooting emails to an inbox they never check, you’re not helping anyone. If your client prefers text, use this to communicate important information. Some won’t respond to your phone calls but will return an email in minutes. Discover the method with which your client prefers to communicate (ideally, one that works for you as well), and use that platform as much as possible.
- Get personal.
A professional relationship isn’t built on data. Your client may see you as a reliable business partner, but loyalty is built upon friendship. As you become more comfortable with your client and your relationship, you should be talking about your hobbies, your family, and your interests. This is how great partnerships are made, as two professionals find common ground outside of business transactions.
- Deliver passion.
Delivering a great service is critical to a successful business relationship, but your clients want to see more than that. They want to know that you’re passionate about what you do and that you have a real investment in their success as well. Exhibit positivity and confidence, and your clients will start to mimic your excitement.
- Trade expertise.
With strong client relationships, you trade more than personal information. Trading knowledge and expertise is what rewarding relationships are built upon. Everyone has something to offer and some of your clients could offer returns beyond the typical investment.
Think beyond good customer service when you’re trying to build better relationships with your clients. At the end of the day, we’re all regular people with unique extensions of our lives. It’s never “just business” when it comes to rewarding client relationships, because as people, we crave connections. Personal factors impact our professional world; embrace those dynamics and get personal.
Ready to build a relationship with a great digital marketing partner who wants to help you succeed? Contact us here and let’s find ways to work together!