The mining boom over the last 10 to 15 years provided businesses with ample opportunities to stay engaged their clients. How could they not? They were busy doing business with them!
When there is a slow-down in the economy, it is important to not allow that lethargy to seep into our client relationships. There will be a turn around, and when this occurs, it will be those businesses and professionals who continued to invest in their client relationships who will:
- fare better during the down turn
- recognise new and emerging markets
- springboard into greater success when the economy ramps up again
How do you stay energised in your client relationships when the economy appears “dull”?
These tips should help:
- Don’t take your existing client base for granted.
Go through your diary and commit to arranging a catch up with at least one of your existing clients each week. A coffee or sandwich in a café is absolutely fine. Keeping it relaxed and informal means your client will also feel more comfortable and relaxed about having a chat. During your casual catch up you will learn more about your client and their needs and will be better placed to improve your service and develop a stronger business relationship with them.
- Review your client/customer base from over the last 2 years.
Select those with whom you have not been in touch with for some time. Add them to your coffee/casual lunch catch up list. You never know what you will learn from your meeting and it will demonstrate to them that you are not a “fair weather friend”. Next time they need help, you will more likely be top of mind.
- Consider your referral sources and decision-influencers.
Once again, add them to your café blitz.
- Innovate, innovate, innovate!
During your conversations with clients and referral sources, ask questions and probe, searching for ways in which you can be more innovative in your services – the way you work with the client, the way you manage the work internally, the way you scope your fees, the way you deliver your services. It is these innovations that help forge stronger bonds with your clients and give you that competitive edge. This approach also ensures that your innovations are developed with the client, not thrust upon them as a solution they were unaware they needed.
- Demonstrate your commitment to “earn” the work
If you are not the sole service provider or regularly providing services to the client, don’t simply ask for more work or merely indicate a readiness to do work for them. Clients are more interested in hearing you say you are prepared to compete for work you are not currently getting. Demonstrating this level of commitment, enthusiasm and drive certainly does not require you to be an extrovert or brash in your approach. It means you are actually taking pressure off the client by saying you will earn the right to do more of their work – it demonstrates a strong resolve and a seriousness about developing a closer relationship with them.
- remember your manners!
When you complete work for a client, thank them for the business and even if you already have a formal feedback mechanism in place, always personally ask for feedback and make sure this is followed up.
- Update your client information
Now is a good time to get that Client Relationship Management data up to date! No excuses!
- Check your mindset and attitude
Recognise that a sluggish economy is part of an economic cycle. Things will turn around. When there is uncertainty it is unsettling for everyone in business. What’s your state of mind? Ensure you are not allowing this uncertainty to make you negative or drive insecure behaviours such as not referring work to colleagues or being suspicious of those around you. Maintaining a “growth” mentality where teamwork is paramount, will mean people will want to work with you and clients will want to do business with you.
Staying energised with your client relationships by planning and undertaking simple client initiatives where you are keeping conversations alive, not only ensures you are investing your time wisely, but it also means you are generating positive momentum. Positive momentum always reaps positive rewards.
For more information, contact Toni Ware on 0418877328 toni.ware@awarecons.com.au