6 steps to building successful client relationships

There is no secret formula to building strong client relationships. It takes planning, diligence, effort and continuous maintenance. These 6 steps give you the building blocks for success.

1. Ask what your clients’ expectations are of you.

Specifically define what they expect and what you can do to deliver on them. Document and share expectations with your clients. Remember to keep these expectations in the forefront; checking them every week and making sure you over deliver on them. Come back to the expectations later, ask clients about expectations for the future; what you can do to meet their expectations over 6 months, a year from now, and so on.

2. Earn client trust by showing that they matter as much as the account does. 

Greet them with a smile and, if possible, a cup of coffee or pastry. Learn about their personal life: are they married or single, have kids, when are their birthdays, graduations and other important life events? Show you care with cards, calls, and in-person meetings. Always remember that electronic communications alone won’t cut it. Personal contact is essential to building their trust.

3. Learn their business.

Freely ask questions to show you are committed and engaged. Ask about company goals and performance. Questions demonstrate that you care about the business and your client’s personal success and growth in the business.

4. Plan, plan, plan. To be successful you need to do more than just respond to client requests. Strong client relationships are forged when you are a step ahead of your clients. You need to plan well and take some of the onus off your client’s plate. In short, take a proactive approach to all you do vs. a reactive one.

5. Anticipate – Always call your client before they call you.

When appointments and deliverables are not clearly defined, clients get concerned. You never want clients calling you for clarification here. If that happens trust is lost. And remember key point #2: you must continuously earn trust. Do not allow slack planning and poor communications to tarnish, or unravel, the trust you have assiduously built.

6. Share what you are going to do – especially if it’s related to sensitive issues like pricing, personnel, tight deadlines or internal politics. Clients don’t get upset when they know exactly what you’re going to do and agree that you are going to do it.