Keeping your clients happy is crucial. Not only can it lead to future business, but happy clients can often become your best advocates. When they have a great experience working with you, they’re more likely to tell others. This, in turn, can lead to a robust sales pipeline and a loyal customer base.
Barry Brown, a career advice author, says that retaining clients is just as important — if not more so — than getting new ones. Doing so requires a strategic approach centered around strong client relationship skills.
Which skills should you work on that can help you reduce client churn? We share Brown’s suggestions in this issue of PromoPro Daily.
1. Active listening. Instead of just hearing what a client says, show that you understand their needs and expectations. Maintain eye contact and summarize your clients’ key points.
2. Effective communication. You should always strive to communicate clearly and respond quickly. Doing so can minimize the risk of errors and misinterpretations, Brown says.
3. Empathy. This skill matters, especially in sales, because it helps you connect with your clients on a deeper level. Clients who feel understood by you are more likely to turn to you as their promo expert.
4. Problem-solving. Everyone appreciates working with people who can quickly and effectively solve problems. When you build this skill, Brown says you’ll gain a reputation as a problem-solver, which can enhance your credibility and client relationships.
5. Adaptability. The promo industry is always evolving and so are your clients’ markets. When you stay nimble, you can pivot quickly and adjust to changing needs.
6. Patience. This is a critical skill in client relationships, Brown says. Clients don’t want to feel rushed. When you demonstrate patience, you can often reach a more thorough and effective solution.
7. Negotiation skills. Ideally, you’ll reach mutually beneficial agreements with all your clients. When you hone your negotiation skills, Brown says you can foster a sense of partnership.
8. Consistency. Your clients should know exactly what to expect from you. You should provide the same level of service every time you interact with your clients. This can help you build trust and enhance your promo company’s reputation, Brown says.
To keep your clients happy and retain your position as a trusted promo pro, focus on the skills above. From improving your listening skills to being more proactive in solving problems, there are many ways you can help your clients feel heard, understood and valued.
Compiled by Audrey Sellers
Source: Barry Brown is a career advice author who contributes to The Ladders blog, which provides career news, advice and tools.
