All you need is a little adjustment to how you interact with customers, inject a little personality in them and connect with clients on a personal level. Your loyal customers – the ones that keep coming back and supporting your brand – are your best assets when you want to make sure that your company succeeds and grows in the industry. That’s why building and maintaining client relationships is necessary. If you’re running out of ideas or unsure about where to start on how to nurture client relationships, we’re happy to provide you with the top tips that you can try. The good news is that they’re already probably part of your existing business practices.
For new business owners and those who try to get startups off the ground, marketing and lead-generation budgets trump every other expenditure. You have to get your people out in the world to not only circulate the news about your new company but also to invite potential customers to try your products and/or services. We’d like to share some of our best tips with you to propel your business to the top and give your teams a few ideas for improvement.
You can say: “As much as we would like to, we are unable to grant your request…” and then take the sting out of an otherwise disappointing circumstance by following up with, “However, we’re happy to recommend…” and then offer your options. For example, your customer is asking for a discount because their delivery was late or something went slightly askew with their order, but you don’t have any discounts to offer. You can, instead, offer them free shipping on their next order. Make sure to check with superiors before offering something because once you put it out there, it’s going to be more difficult to take it back. An attempt to do so can be detrimental to your company’s integrity. Even if you’re deviating slightly from your SOP (standard operating procedures), get your manager’s approval first so you’ll have someone to vouch for you when your decision is called into question.
Whoever you’re talking to and regardless of their temperament, don’t forget to use your magic words like please and thank you. If your customer is getting agitated, diffuse the situation with the use of a calming tone and carefully-chosen words. If your client is voicing their disappointment or frustrations, thank them for their feedback, assure them that their viewpoints will be forwarded to management, and divert their attention to another course of action. Keep in mind that your purpose is to end each interaction on a positive note.
Unlimited Users Free
Remember, those happy customers can also be your best marketing campaign. If they’re pleased with you and your products or services, they can be sure to let friends and family know about it. As with any other relationship, you don’t even have to go to grand lengths to gladden your customers.
Here are some things you can do: Don’t make them wait too long for the resolutions to their issues Make your interactions more personalized Take note of their preferences and past concerns Go out of your way to build rapport Pay attention to their social media mentions as well as comments and acknowledge them in a timely manner
If there’s something wrong or you forgot, it’s best to be upfront. Face the problem and address them right then. Your clients and customers will respect you more for your honesty. Believe it or not, customers know when you’re lying to them or keeping something from them. They can also tell if you’re being condescending or patronizing. Sincerity in every communication is the best policy. Regardless of the day you’re having, shrug it off so you’ll be in the best shape and mental space to converse with clients.
It’s not only proper for the sake of your business, but it’s also polite to be sincere and kind at all times. Lastly, integrity – it’s the one thing most consumers complain is missing from companies nowadays. It can also be what sets your business apart from the rest. Be respectful when it comes to other people’s time and money, honor your promises to customers, do what it is you said you would do, and provide them with faultless products and services at every opportunity.
Another route that you can take to show your customers how much you appreciate their continued trust and patronage is featuring them on your social media platforms or giving them a shoutout from time to time. Engage with them whenever they like or comment on your posts and delight them with special mentions here and there. One more thing that can aid you in building and maintaining client relationships is creating a separate catalog of waitlists, first-time and one-time customers.
For example, you can entice those on your waitlist to place their orders now by giving them free shipping on their first order. You can use the same free shipping promotion to thank first-time customers or invite past customers to come back.
Invest in reliable software that will give you the capabilities to provide your customers with 24/7 support whether they need you. If they’re not keen on chatting with someone, calling a helpline, or waiting for a reply email, build a self-help menu or knowledgebase for them to access. More crucial than actually providing constant assistance is assuring clients and customers that your channels for communication are always open to them.
Nurture customer relationships by having their backs, ready to answer whatever question they may have and to provide anything they need regardless of the time of day. This gives them a sense of security in your guaranteed reliability.
Carving a niche in the industry, winning customers, and establishing a reputable brand is every startup visionary’s dream. Integrate Bitrix24’s dependable tools with your practical customer support protocols and well-built marketing strategies for an infallible approach to nurturing client relationships.
It’s important to build relationships with clients to ensure your business’s longevity and prosperity. Having a long-standing and solid relationship with customers creates a sense of trust, security, and reliability in your brand. This can help you grow your business and broaden its reach.
You can build good relationships with customers by: