Getting to know your clients and making them feel like a part of the family has so many benefits. Satisfied customers are more likely to stick around and communicate more often, resulting in an all around greater partnership.
PCG is a team of individuals working towards a common goal—to get results for our clients. Getting results is one thing, but making sure that a client feels like more than just a client, is equally as valuable. When you go above and beyond to show that you care and want to help them succeed, getting results becomes easier and more enjoyable for everyone.
Find the time to get to know who your clients are outside of work. Remember that they have family, friends, passions, hobbies, and ups and downs just like you. Getting to know them on a personal level shows that you are there for them no matter what.
Here are three ways to get the conversations flowing and make your clients feel like part of your team, not just a number.
Honor the Golden Rule
As in all aspects of life, you should strive to treat others as you would like to be treated. Be respectful, on time, upfront, and honest with clients to keep them up to date with their account. Set the tone from the beginning of the partnership and strive to make them feel comfortable. Establish expectations, be open, and show them that they are valued.
One great strategy is simply asking how you can help. “Is there anything else I can do to help you?” “Do I owe you anything?” “Are you currently satisfied with our work? How can we make it better for you?” Taking the time to ask these types of questions shows that you are always available and ready to assist them.
Like any relationship, listening is one of the most important parts of communication. Simply hearing and understanding what your client is saying will improve your customer service, and create a stronger relationship. Show your clients that you are listening by taking thoughtful notes, repeating back what they have said, and monitoring their tone to ensure that you know what they are looking for.
In addition to listening, make sure that you facilitate feedback and follow up. If you don’t know the answer to a question, it’s okay to let them know; just be sure that you find the correct answer and follow up promptly. If you can’t respond immediately, be sure to provide a timeline and add a reminder to make sure you don’t forget.
Let’s be honest, people enjoy working with people that they like and feel comfortable with. When you’re genuine and upfront from the start, you can create a real connection with your client. Show them that you take their account very seriously, and that you are both striving for the same goals. Be authentic, show them your human side and let them know that you care about them and their needs.
These are a few simple ways to make your client feel like they are important, not only to you as an account manager, but to the company as a whole. Making the customer feel like they are part of family and more than just a number is priceless.