Gaining new clients is a big challenge for any start-up business, but finding them is only the beginning. How do you keep your hard-won clients happy? How do you guarantee long-term client retention?
For long-term business success you want customers who sing your praises from the rooftops. You need to impress, charm and delight every person who walks through your door.
This chapter will teach you everything you need to know about client relationship management and relationship marketing, including...
1. Defining client relationship management
Learn what client relationship management is, and the importance of relationship marketing for service businesses. Building strong relationships with clients can boost your retention rate, brand loyalty, word of mouth referrals and more.
2. Establishing trust with a new client
Like any human relationship, trust is the first important foundation. Your early meetings with a client need to establish that you are the best person for the job. Follow these steps to make sure they have complete confidence in you.
3. Managing client expectations on a project
This is one of the most important aspects of relationship management. When it’s an important project and emotions are running high, your client’s expectations may exceed what you can deliver. You must learn how and when to say ‘no’ to extra client requests.
4. Giving bad news to a client [BONUS: FREE EMAIL TEMPLATE]
Even the best laid plans can go wrong! Sometimes you’ll encounter problems at your end, and will need to deliver bad news to your client - always an awkward conversation. Learn how to give them the news professionally so they walk away happy... or at least understanding.
5. Dealing with difficult or emotional clients
When clients are angry or upset it’s a difficult situation for everyone. Learn how to diffuse tense situations and speak calmly with hot-headed clients. Better yet, notice the red flags before getting into one of these uncomfortable situations.
6. Cost overruns & how to ask for more money
Cost overruns happen when the actual cost of your project surpasses your original budget, estimate or quote. They’re surprisingly common. Luckily there are steps you can take to minimise the chance of a cost overrun.
This chapter is packed with all the tips you need to delight and impress your clients. Are you ready to boost your retention rates, and set yourself up for long-term business success?
Read the full chapter for FREE here!
As part of our Ultimate Guide to Client Management we’re featuring quotes from experts & thought leaders. If you have significant experience in the area of client management, and would like to contribute to upcoming chapters, please email: firstname.lastname@example.org