When it comes to client relationships, how does your company rate? Over the past 30 years in the competitive marketplace of service firms, I've learned that it is essential to show clients that you understand and care about their success on all levels. The more indispensable you are to your clients, the longer your business relationships will last. Communicate with clients and pay attention to their needs. Consider the following tips to help strengthen your client relationships.

Tip #1: Communicate with clients. It is important to show clients that you care about them. While the Internet is a useful marketing tool, it does not take the place of a face-to-face meeting. Call your client or go to his or her place of work on a consistent basis. You can get a better understanding of your clients' needs when you spend time with them. People are more likely to open up and talk about their lives once they build a relationship with you. It is also important to have eye contact when talking to clients. This communicates sincerity which helps to build trust.

Staying in tune with your clients' needs can make you an invaluable asset. When you talk with people, you may find that there is an opportunity to help them solve a problem, which they may not think to call about. In speaking with one client, I learned that this man wanted to sell his business. I used that opportunity to offer him help with the process. That offer led to my company doing more work than originally planned for this client. In the end, the client's business sold for more than he had anticipated.

Tip #2: Make introductions when you see fit. Network on a regular basis. Knowing the right people in a wide range of services and industries can be beneficial. If one of my clients has a problem that I can't help him or her with directly, then I'll refer him or her to someone who can. The people I refer are grateful for the business and my clients are happy that I made the search process easy. It's a win-win situation for all parties involved.

Referring quality people to your clients may earn you business in return. Professionals appreciate the fact that you send business their way. When they get the chance, they often return the favor. When possible, I provide services beyond my clients' expectations. The more attention you pay someone and the more you help that person solve problems, the less likely he or she is to focus on the fees.

Tip #3: Provide complimentary time. Many successful service providers take clients to breakfast, lunch or dinner. There's something about sharing a meal that builds strong relationships. If you don't have time for a meal, you may want to meet a client for a cup of coffee or a glass of wine. Camaraderie is built over small talk and most clients appreciate your free advice. You want your clients to be comfortable calling you prior to making important decisions. Regular communication encourages teamwork and a good outcome.

A client's level of satisfaction with your services is the ultimate bottom line for your company. Owning a business and signing on a new client is like entering a marriage. In order for the relationship to last, you have to continually show the other person that you care about his or her special needs. If your clients are happy, your business will flourish.

Marty Josephson is a Stonefield Josephson Principal and business consultant. For more information on strengthening client relationships in a service business, contact Marty Josephson at Stonefield Josephson at 310-432-7412 or mjosephson@sjaccounting.com.

 
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