10 Tips for Effective Client Communication
Staying in touch with clients is an essential part of sales success. If you don’t proactively maintain existing contacts and follow up on leads, you run the risk of losing deals, potential customers, good feedback and a lot of business. It also adds a personal touch which makes your company more friendly and approachable. Here are some tips on how to continue client communication.
1) Initiate Contact
Don’t sit around waiting, make the first move! It looks good on the company that you have made the effort to keep a relationship going with a previous or potential customer. This will increase future sales, reminding the customer of your company, give the customer a sense of loyalty to your business, and that you want their custom. It may sound obvious but it’s nice for the customer to feel appreciated.
2) Be Relevant
Just because you don’t have to be 100% business doesn’t mean you should get side tracked and ramble and talk about the weather (unless your company is involved in the weather). Think of a specific topic or subject, a new product or service, what your company has done this week etc. and stick to it. If you have some new products coming up, use pictures, this will draw the reader in and be more interesting to read. Make them want this item with a description.
3) Be Consistent
This will help guarantee that your clients never get the chance to forget who you are or slip away unnoticed. Use social media to keep clients informed, use Twitter daily, e-mail newsletters, blogs. If you do a blog a week stick to it, if you promise quick replies, reply. Be reliable to create trust.
4) Time Your Contact Wisely
If you have deals coming up, build interest before to build anticipation. Ask, when does the most money get spent? Are there any seasonal trends? Is there a time business is really slow? Think of these factors, these are the times you really want to step up contacting customers.
5) Who, Where, What, Why
Before getting in touch with clients think, why you are getting in touch with them? Who are you addressing? What do they want? What do you want them to want?
If it’s new customers great but don’t prioritise them over old clients. They’ve given you repeat business and are loyal, word of mouth from previous customers get those new customers. Show your appreciation.
6) Be Responsive
If a client gets in contact, no matter how big or small the message, always reply. This shows you are attentive. Give options on the ways they can contact you to make sure they do and can easily get hold of you with their preferred method.
7) Make The Time
Don’t overlook the importance of customer communication. It may separate you from other competitors, showing you care about the needs of your customers. Make sure you show sincere appreciation whenever a customer hires you, gives you a referral or does something to help you overall, don’t forget to thank them and show your gratitude for their generosity or custom. Your loyalty is just as important and acknowledging their business is the best way to keep a client relationship strong.
8) Don’t Try & Do It All In One Go
Social media, blogs, newsletters, can seem a bit of a daunting and timely task but it really doesn’t have to be. Delegate communication tasks or if you are doing it yourself allocate certain times of the day to communication. For example 10 minutes in the morning for twitter, 30 minutes at lunch for a blog twice a week, 10 minutes checking if any responses in the afternoon. Keep it simple.
9) Keep On Track
Don’t let things all build up, it will take time away from other needs, without regular contact you start to get forgotten, replies will be delayed to potential customers which will lose business, which looks unprofessional and disorganised and will reflect badly on the company, word of mouth and feedback is a powerful thing in the make or break of a business.
10) Tone Of Voice
Don’t sound like a computer or robot, keep a friendly tone. This doesn’t mean addressing an e-mail with hiya or hey, a simple Hello ‘name’ or Hi ‘name’ is fine. Keeping it friendly makes you more approachable. Keep it simple and make your message clear. Long paragraphs with no breaks are not going to appealing to read. Short points, pictures, a nice font will draw readers in and get your message across. Use your logo at any opportunity whatever way you contact your customers.