Related Articles
Even if you have the top product or service in your niche, nothing quite makes an impact on your bottom line like positive client relationships. A terrible experience with customer service, or just poor customer service in general, can often be enough to turn customers off your business for good — and ensure negative word-of-mouth spreads as they go.
Creating and maintaining positive client relationships, then, is vital to amassing a loyal, supportive group of customers. To get started, consider the following tips from the business leaders of Rolling Stone Culture Council. Here, they each share one tip they’d give any business leader for how to nurture positive client relationships and why.
Always Put the Client First
It’s easier said than done, but always put the client first. Don’t cut corners on manufacturing because it can save you a little bit — it will impact the customer experience. At my company, we put ourselves in the shoes of our clients by actually getting hands-on experience using the product. We test and use our products just as our clients would, so we can ensure the user experience is perfect. – Harrison Bard, Custom Cones USA
Communicate in a Timely Manner
Authentic and timely communication, whether with a client or team member, is key. While this is very easy to do when everything is going well, it is also equally important to do during difficult times. – Jennifer Randall-Collins, PROOF Hard Ice Cream
Make Your Clients Feel Seen
For local businesses, invest in real-life connections. Meet them for lunch, share a coffee or personally deliver a small token of appreciation. If on a national or international scale, maintain a regular video call cadence, quarterly. The most potent way to leave clients feeling valued is by showing them that you’re always there for them. – Shirin Etessam, OML
Provide Value for Free
Give your clients something for free — especially those who have been with you long term. Going above and beyond by providing value for free in some way is an amazing way to grow your relationships with existing clients. – Christian Anderson (Trust’N), Lost Boy Entertainment LLC
Become an Accountability Partner
Become that client’s accountability partner for one of their goals and help them follow through on something they’ve always wanted to do. It’s an easy way to stand out but also have something to connect with outside of work and a way to keep in touch over a greater goal. – Bridget Hilton, Experiential Billionaire
The Rolling Stone Culture Council is an invitation-only community for Influencers, Innovators and Creatives. Do I qualify?
Show Clients You Sincerely Care
Ask yourself if you genuinely care about your client, their well-being, their future, the outcome and your mission together. If the answer is “no” at any point, then maintaining the relationship merely for the sake of doing business won’t help through any challenges you and your client may face. Success happens when clients trust you because they believe in your sincerity in working with and for them. – Andy Hale, Hale & Monico
Be Your Genuine Self
Don’t be afraid to be your genuine self in front of any level of person. If you have good morals and values, the right people will align with you as you progress. Remember, networking and building relationships takes time. Think of the first time you met your best friend. You didn’t have the inside jokes you’ve now built over the years. It is the same with professional connections. – Victoria Kennedy, Marisa Johnson
Share How Important They Are to You
Share openly how important these client relationships are, not just financially but also how these positive client relationships help make your own business better. Every client wants to be heard and feel valued, not just as a client, but as a partner to the business. When your company embraces this “we’re in this together” mentality, it can be very powerful, honest and richly rewarding to the client. – Scott Cowperthwaite, AfterFiveMedia
Be Real and Transparent
One tip I’ve found works well for business leaders wanting to nurture a positive client relationship is to be real with them. From the start, maintain an open dialogue and transparency along the way. People appreciate truth and not being given the runaround, even in the most difficult of times. Keep it honest, fair, understanding as well as personable and that continues to last and go a long way. – Chris Bianchi, CB Entertainment
Focus on the Positive
Relationships are very important, and they can change over time. I’ve often treated client relationships as friendships. And although that is a lovely idea, it’s not always a good idea. To keep a client relationship positive, I have learned not to share a “bad day experience.” Clients have issues of their own, and our relationship is business first, so I have to focus on what they need and then deliver. – Susan Johnston, New Media Film Festival®
Ensure They’re Always Clear on the Plan
Communication is always essential. Your client needs to know you’re with them every step, and you must ensure they truly comprehend what the process looks like now and the expectations moving forward. Break it down in a step-by-step format or descriptive paragraphs that paint the picture of the plan. Reiterate it as much as possible, for their benefit and to refresh your goals. – Cynthia Johnson, Bell + Ivy
