When was the last time you spoke with your clients about their satisfaction? Active and continuous communication leads to an improved client experience and communication strategies play an integral role in business success. When you establish open communication with your clients, you are able to better understand their needs, which will allow you to improve your service and your business.
The ultimate goal of communicating with clients is to create a relationship in which they’re satisfied and you’re able to enhance your company’s performance through their feedback. By focusing your communication efforts on improving client satisfaction and experiences, more clients will advocate for your business, contributing to your success. Below are three simple steps you can take to start the conversation with your clients.
Outline Your Goals
Before you pick up the phone or begin writing an email to your clients, take a moment to specify what you want to achieve through improved communication. Is your goal to build better relationships, improve your business through feedback, or increase sales or referrals? Outlining your ultimate goals will help you determine the best way to communicate with your clients to improve their experience.
Choose the Best Way to Communicate and Start the Conversation
With your goals in mind, develop strategies to communicate with clients and keep the conversation going. Depending on your type of business and how frequently you interact with clients, you will need to choose the best way to stay in contact. Here are a few simple ways you can reach out and stay connected.
- Schedule a time to talk to them on the phone. A short phone conversation can help you establish a better professional relationship and address any immediate concerns they might have.
- Create a short online survey. Ask specific questions about your services, the client’s satisfaction and request suggestions to help you improve the services you provide them.
- Send them an email. A quick email every week or two will show that you’re accessible and responsive to your clients.
Improve Your Business
Take the feedback and information you receive and incorporate them into your business strategy and marketing plan. Pay close attention to negative feedback. While it might not be the most pleasant information to receive, it can hold the most value and will show you how you can improve. Include the positive feedback you receive on your website or share it with potential clients as an example of your success.
Once you have started talking with your clients, continue the conversation. Stay consistent in your contact. Set a schedule for yourself and regularly reach out to them. A large part of client satisfaction comes from the feeling of security and comfort in the business relationship. Regularly reassuring your clients that you are there and ready to listen to their concerns will strengthen this bond and also help you stay focused on client satisfaction.