A good customer relationship could mean the difference between them working with you again or moving on to someone else. Here are some tips for building great relationships with customers.
Creating good relationships with your customers is very important as a small business, contractor or freelancer. You want to encourage customers to purchase from you again, and they can also provide you with free marketing via word-of-mouth.
If you have a small client base, good customer relationships are even more important. Luckily as a freelancer, contractor, self-employed, or startup, it might not be too difficult; with only a few customers, you can afford to be more personal in your interactions and go the extra mile to ensure customer satisfaction.
Here’s how to show that extra bit of 💚.
1. Remember things about your client
When it comes to creating good relationships with customers, one of the worst things you can do is forgetting important details. This can be either the client’s name, company name, or which products or services they’ve requested.
It’s important that you’re able to refer back to things that were discussed via email or in meetings. If the client requests an estimate or a proforma invoice for your work, make sure that you include everything they’ve asked for!
You’ve probably experienced bad customer service yourself. Maybe you needed a plumber or an electrician, but after you’ve called them, they send you an offer that doesn’t include everything you asked for. You have to go back and forth several times to finally get an offer you’re happy with.
Are you going to call them the next time you need something fixed? Probably not.
Our top tips to ensure you remember the important things:
- Have a customer relationship management system, also called a CRM system. If you don’t want to invest in software, make sure you have somewhere you can jot down things, whether it’s the client’s preferred communication channel, a discount you’ve agreed with them, or a deadline they’ve given you for sending an offer.
- Try to get things in writing: That way, you can also refer back to it later. If you agree something with the client over the phone, you can send a follow-up email to thank them for the call and confirm the details that were discussed.
See also: Customer service tips for small businesses
2. Speak to the client in their own language
You might have a brand guideline which outlines what kind of tone of voice you should use, whether that’s serious, personal, funny, professional, easygoing or a mix of several styles. You definitely shouldn’t ignore that guideline when you communicate with clients, but you should also try to mirror the client’s tone.
For example, if your client is laid-back in their emails, you might not have great success by responding in a dry and overly formal way. It can make you seem stand-offish rather than professional. On the other hand, if the client is very formal and you respond with a funny, laid-back tone of voice, it might damage the client relationship and make you lose out on the deal.
Similarly, if you work in a technical field, try not to overwhelm the client with unfamiliar lingo: It’ll just make them feel out of the loop. However, if you both have similar backgrounds, using technical terms could demonstrate your competence and expertise.
It’s important to listen to the client and tailor your approach to their needs and expectations.
3. Be polite
This one almost goes without saying, but always be polite in your interactions with the customer.
You can, for example, end emails with warm regards or kind regards. It’s also nice to thank the client for their time and for doing business with you.
Did you know it can have a positive impact on your cash flow as well? Invoices that include the words ‘please’ and ‘thank you’ are 5 percent more likely to get paid on time?
If the client does pay late, it’s important to keep up that polite tone of voice when you reach out to them as well: they might just have forgotten to pay.
Remember, there are several things you can do to get paid on time, and if you should be so unlucky as to not get paid, you can use this email template to remind them.
4. Leave them with a good impression
When you send the client the invoice, make sure that it looks professional, is correctly formatted and in accordance with what you agreed with the client. Don’t leave a sour taste in their mouths.
You should also add your brand logo to make it clear who the invoice is from, and to show a professional streak in all you do.
Our top tip to send professional invoices:
- Try out invoice software. It’ll make it so much easier to create professional invoices, which both you and your customer will appreciate. Unlike invoicing with templates or generators, your logo and business details will automatically be added to the invoice. If you have repeat customers, you can add all their details with the click of a button.
Good luck creating good relationships with customers
Try implementing these four tips and see how it improves your customer relationships. And remember that you still have to stand up for yourself and your business: follow up with customers to make sure you get paid on time, don’t be afraid to ask for the money you are owed.
Most clients will understand this, and the ones who don’t? Maybe they’re not the ones you want to create good relationships with anyway.
Best of luck!
