Many businesses pay lip service to the idea of putting their clients at the center of everything they do. But how many actually follow through with that concept?
As a business builder, it is your job to not only dream big and create a company mission that prioritizes client relationship management, but to put the processes in place to achieve that goal. Doing so will require paying attention to the small details, such as whether your team responds to client messages or requests within a given amount of time. Creating a system so that each call is answered at your office or ensuring a client’s call is returned by end of business day or within 24 hours may seem like minor efforts, however, small gestures mean much more to the client. Additionally, it helps your business gain a reputation as a firm that is responsive to its customers and attentive to their needs.
Create strategies for constant contact
Regularly reaching out to your clients, even if there is no business to discuss, is a great way to demonstrate that you are thinking of them. It can help ease the flow of conversation, an effect that is extremely useful in the event that an issue arises. When faced with a CRM problem, already having a strong rapport with the client will make the process of solving the conflict together much more pleasant.
Do you have a monthly or quarterly newsletter that you distribute to your clients? Do you encourage your team to check up on the clients they oversee or share articles that they think may be interesting? Consistent communication with every one of the businesses or people your company works with is one of the fundamental methods for proving that you care about CRM.
Remind all of your employees that every single interaction they have with clients and prospects represents an opportunity to make a strong impression. Each email they send and all the short phone calls they have with clients will impact those people’s opinions of your business, for better or worse. Coach your team on how to polish their client communications and encourage them to maintain contact with clients even when there is no explicit issue or concern to address.
