How to continue to foster client relationships during COVID-19
A company is only as strong as its client base. This is because without clients a company would not be thriving and be able to sell their products and services. Client experience and relationship building is a never-ending process that should always be a number one priority.
Just like good and bad employees and managers, there are good and bad clients that almost every entrepreneur and business owner has probably dealt with a time or two. A good client relationship makes you feel like a true partner, or at Dallas Media Group, we would say an extension of our company.
In order to have a good and successful client relationship, there has to be work done on both sides, but the longevity of these relationships are the most important!
Client relationships during COVID 19 can be difficult, to say the least. The entire staff is working from home, wifi is a bit slow and not all clients are technologically savvy to have a smooth sailing Zoom meeting, but client relationships during COVID 19 are critical to continue to sell products and/or services.
Here are ways to continue to foster these client relationships during COVID 19 to prosper during and after the global pandemic.
Make sure to communicate
This might seem like one of the most obvious ways to continue to foster a business relationship with clients, but the thing is, now is the time to be overcommunicating with said clients. Keep in mind that, these are weird times for everyone out there and everyone is fighting their own battle. Because of this, it is important to check in as frequently as possible with clients who never respond back.
Keep them updated with their projects, reports and a simple hello email would be part of making sure to communicate with them! While conversations should be “business as usual” it might be even more important to just check-in and see how things are going.
Right now, companies all over the world are struggling with new ways to continue to operate on a day to day basis, while keeping everyone safe. As a creative marketing agency in Dallas, our clients have been asking a considerable amount of questions regarding their marketing strategies, and rightfully so, our company has been keeping them in the loop with weekly meetings, continuing to run reporting and write blogs to help answer questions!
If their goals have changed, make sure that this is reflected in the products and/or services that provide momentary changes. The thing in the creative management firm is that there are always last minute changes, so our experts are used to it, but for some industries, this can be detrimental to clients. If this is the case, make sure to realign the goals that will help the clients at the end of the day and tell them why you are offering different options and solutions.
Right now, companies should be offering free consultations, discounts and even free services to help their clients and continue to foster those relationships. Your company is the industry leader, so share your expertise and experiences and make sure that the client can make the most informed decisions that are best for their companies and employees!
Assure your clients that everything is normal
A sense of normality in this world might be just what clients need right now. With their own day to day operations swiftly changing, a firm understanding that everything is normal with their trusted business partners is critical.
As the Harvard Business Review states, “Elaborate how, despite the upheaval in how you operate, you will continue to provide the things they have come to know and love- defining reasons they patronize your business instead of others.”
Whether it is your company’s morale, top-of-the-line services or the smallest of details, assure clients that your company will not be losing this during COVID-19, and if you do, make sure they know immediately!
Exceed all expectations
Did a client just sign another SOW with your company? Guess what this means, go above and beyond more than normal. A partnership with another company is a partnership with its individual people. A client is more likely to remember the negative experiences, especially during a global pandemic, than all of the other positive experiences with your company. It is just how we are as people, and because of this, a company should be providing even better services and options for their clients than they did previously.
These are some important ways to continue to build client relationships during COVID 19! Always remember that a client is a person at the end of the day and people want honesty. Be honest, open and always willing to help if need be!
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