7 WAYS TO BUILD A LONG LASTING CLIENT CLIENT RELATIONSHIP

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 Guidelines to a Long Lasting Client Relationship




Some agencies manage to build a steady client base that strengthens over the years, while others ride roller coasters and eventually close up shop. What's the difference? Client strong relationship.

It's a well known fact that long-term clients spend more over time, which can have a big impact on your bottom line. A research was done and it was found that a 5% increase in customer retention can produce more than 25% increase in profits. So if you want to build a small business that stands the test of time, you need to focus on building relationships with clients and making those relationships long lasting.

Here are some top tips for creating lasting, positive and mutually beneficial relationships with your clients.

#1. Do the work up-front to ensure relationship success

Building a lasting relationship with clients starts at the very beginning. If you want your client relationships to last, there are steps you need to take from the get-go to set the relationship up for success. Some of the initial steps you'll want to take include; getting to know them, establish preferred communication channels, set proper expectations. Also some expectations you'll want to agree on before you start working together include; Rates and pricing, project timelines and also setting boundaries.

#2. Ensure there is open communication

The most successful client relationships are the ones that foster open communication with your client. While this will look different for every customer and every relationship, it may include:
- Regular conference calls
- Daily email updates
- Brainstorming sessions with the client and their team
- In-person meetings

The more you open the lines of communication between yourself and your client, the more comfortable they'll feel with you and the more likely it is that the relationship will go from a one-time client to a long-lasting one.

#3. Treat clients like partners

Treating your client like a business will make your relationship purely transactional that is no ''relationship at all. '' Treating them like family leaves too much room for miscommunications and unmet expectations. Treating your clients like partners, on the other hand, sets the stage for a healthy mix of personal, purposeful and transactional encounters where both you and your client's identities are preserved, and each of you supplies the essential ingredients for success.

#4. Be empathetic rather than defensive

This recommendation ties back to the partnership mentality in tip #3. The scenario here is that your agency is doing great work. Performance metrics continue to climb. But the client is upset they aren't seeing new business come in. A wrong response here is to dig your heels in. Telling them that their business is doing fine is at best tone-deaf. Instead, let them talk it out and listen to them. This may even lead them to discover the problem is in their other marketing or sales teams. If this ends up being the case, its best that you take  yourself out of the problem to prevent it from being an "us verses them" situation. Take the approach of teaming up together to come up with a solution. Position yourself as a partner in their campaigns. Value their feedback. Even if you're an expert, allowing them to work you will help build a long, trusting relationship. And remember, if you dismiss or fight their concerns, there's an agency sales rep somewhere else who will be happy to listen to them vent about you all day.

#5. Go above and beyond

The difference between having a good versus a great relationship with your client will, in large part depend on how you show up for them. Going above and beyond to make sure your client has a positive experience and that your work exceeds their expectations will solidify the relationship. You'll also become the go-to resource for your clients. There are a ton of ways you can go above and beyond, exceed your clients expectations and strengthen the relationship including:
- Train your client on how to best leverage your work
- Share your expertise outside of the scope of work
- Finish a project ahead of schedule

Going above and beyond for your clients will help instill a sense of trust and respect. Your clients will feel as though you're a partner they can rely on which can go a long way in creating relationships that last.

#6. Ask for feedback then Implement it




You want to do the best for all your clients and in order to do that you need to ask for feedback. But feedback isn't good to strengthen your relationship unless you actually take that feedback and use it to improve. When a client offers feedback, take the time to really listen. Ask questions. Repeat what you don't understand back to them to ensure that you're on the same page. Then, take that feedback, apply it to what you're working on together and follow up to confirm that they're happy with the changes. By acting on your clients feedback, you're showing them that you hear them, you respect them and you're willing to do whatever it takes to ensure they're happy with your work.

#7. Stay in touch

When the transaction is over, the last thing you want is for the relationship to end. That's why it's crucial to keep the conversation going. But how do you do that when there's no longer a sale to discuss? Two ways:

  1. Keep track of important milestones and dates (like the anniversary of their close date, or their close date, or their birthday, or six months since your last communication) and reach out with a personal note, a card or a phone call. This is where you'll really get value out of your CRM. 
  2. In between those personal touches, send them helpful, engaging content via email and social media. These points of contact serve as reminders that you gave them  great service and that you're still available as a trusted expert to answer any questions they might have. By reaching out with interesting content rather than explicit sales messaging, clients are less likely to tune you out and more likely to think of you when they need your services again, or when a friend does.

In conclusion Developing relationship is critical for getting repeat and referral business. Make it easy for your previous clients to recommend you by staying in regular but not annoying contact. Make sure you are sending a variety of messages, not just sales pitches.


Learn more about digital marketing


Are you looking for more ways to make money online? Check it out here


Written by: Antony Moturi


DJ | Social Media Specialist | Online Marketer | Content Creator | Sound Engineer

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