It's never fun for digital marketers to deal with terrible client relationships. Not only is it a hassle for the account lead or project manager, but it can dampen team morale as well.
In order to build a service-based business, client communication is essential. By communicating effectively, a business can strengthen transparency, empathy, flexibility, and communicate its value proposition to customers effectively. In order to help you out, here are a few highly effective client communication tips listed.
How do you improve your client relationship through client communication?
Here are seven client communication tips that can help to make life easier for everyone. Many unpleasant situations can be mitigated or defused by well-designed client communication strategies.
For example, you should let your client know that your usual response time for voicemail and email is one working day at the beginning of each client engagement.
Outline what should be communicated via phone, email, Slack, or a project management tool, like Basecamp. You may also establish an emergency channel (e.g., text) through which a client can get a response right away.
A single point person should handle all client communications with your agency-for example, by consolidating and resolving all feedback from your internal team before sharing it with your project manager.
It's also a good idea to designate a single point of contact for your client and team members. If multiple stakeholders are talking to different members of your team, chaos and miscommunication are inevitable. You should assign one point person to your team, and your team members should assign one to theirs.
For managing client communications, file sharing, and deliverables, select the right collaboration platform. The team can send email notifications and post creatives for review using a project management system (such as Asana or Basecamp). If your client uploads brand assets to a repository, your team can always access them by using a different solution to share large files.
It is important to share progress and metrics with clients to show the value you are delivering every step of the way. Sometimes clients do not understand the time and effort your team has put into a project. When posting a landing page mockup, for example, explain why the design elements are helping your client achieve their business goals rather than just posting it for review.
You should ensure that your team has the right information to meet your client's expectations when doing digital marketing. Create checklists and templates to streamline information gathering.
To avoid future "he says, she says" situations, the process ensures everyone is on the same page.
Making changes to a website's code can take a few days, yet many people believe it's just a matter of clicking a few buttons.
The final point is to educate your clients about the effort and fee involved in specific tasks. This will prevent unnecessary frustrations down the road.
Our core values remain the same. Be thoughtful in your client communications. Be helpful by devising solutions on their behalf. Build a positive and long-term relationship with clients by being transparent to foster trust. This will provide you with the foundation you need to deal constructively with challenging situations in the future.
Whenever there are differences, being mannerly always helps sort them out. Client communication is an important attribute and should include the use of “please” and “thank you” properly. A powerful characteristic that can work even when clients aren’t polite to you. If they’re rude, continue displaying your perfect demeanor because that will make an impact. Your impression will be the one you leave behind.
You should not hesitate to ask your clients questions, because they will continue to ask you questions. It is also a good idea to ask multiple yet relevant questions to avoid miscommunications with your clients. In addition to showing your interest in them and your genuine desire to learn more, putting forward your questions will also show that you care.
In such cases, don't use predictable and common communication templates to make your client feel special. Personalize the entire communication that you are drafting to strengthen communication and build long-lasting relationships. Ask them more about their interests and what's new in their lives to make them feel special. To increase the impact of personalization, try to incorporate handwritten notes.
In spite of your best efforts to demonstrate your effective communication skills, there may still be human errors. You can prevent this from happening by using client communication tools to build relationships quickly. The type and size of your business and clients determine what tool to choose from the many available on the internet. Here are some of the best ones:
In the beginning, many businesses use small and shared email inboxes. However, when the number of incoming emails begins to rise, you should use helpdesk software. It keeps track of all of your emails and keeps track of queries that are opened and closed.
This is the central mode of operation in any website and plays an integral role in developing good and effective communication with the visitors. Rather than calling an agent over the phone, a friendly chat bubble can be used as an alternative, followed by a formal engagement.
The CRM software can help you thoroughly with messaging-based solutions too. In addition to tracking your pipeline opportunities and closing them ideally, the tool focuses heavily on sales. With this software, follow-ups can be set as reminders and communications triggered accordingly with certainty.
That was a lot, so let's recap:
Now that you've learned these tips, you can improve your client communication and keep your agency business growing!