Client management is a process that involves coordinating and managing interactions between a client and you. It has a major impact on your reputation and the ability to retain, and gain new clients.
There are 4 parts to client management:
Understanding the needs of your client and what they want from you
Delivering on those requirements and providing adequate responses to their queries
Evaluating the needs of the client even before they know it
Focusing on communications that highlight the needs of the client
Be open and honest
Be upfront and always give the full story. If your client feels that you are not upfront with sharing information, they are going to end up making assumptions.
Being transparent is critical to manage client relationships effectively. You don’t need to bother your client with petty details and problems. But do provide them with information in the broader sense. Make no key decisions without clearly consulting and communicating with the client. For instance, if there is an issue during the project discovery phase, notify them right away.
Clear and consistent communication is incredibly important.
Ensure that the client is aware of what channels you will you be using whilst working together and be clear on your boundaries on timings and days available. This is to set expectations of what to expect and overdeliver rather than underdeliver.
Again, don’t dump trivial information on the client – they’re relying on you to take care of most of the operations on your own. But you need to make sure that all critical information is provided to the client through a suitable mode of communication, whether it be phone, email, or Voxer etc. An important part of communication focuses on client reporting.
Stay Aligned with the Clients’ Goals
The information you share with the client must be aligned with their needs. Make sure you know the key performance indicators that the client is looking for?
Your reporting needs to focus on their concerns. It’s all about understanding what the client wants, and then delivering that information on a timely basis.
Benefits of Managing a Good Client Relationship
The advantages of managing client relationships extend far beyond running your business; they help improve your relationship with your current clients, find potential new clients, and retain those who worked with you in the past. Here are just a few benefits that you get for managing client relationships properly.
1. Enhances Customer Service
2. Find New Clients
3. Increase Financial Turnover
4. Close Sign ups Faster
5. Upsell your services
6. Enhances Client Loyalty
Implementing a CRM system helps business owners keep a handle on their clients and their time, whilst also making it incredibly easy for the client to sign up with you. It leads to more efficient responses and also allows you to facilitate clients. In this day and age, people want quick responses. If you are able to promptly answer their questions, you might be able to turn their inquiries into purchases.
There is no shortage of excellent client management systems out there. But, it’s important to make sure that you use one that best fits the needs of your business.
My preferred option (this may be biased) is Dubsado.
Dubsado allows your business to get a clear picture of their relationship with clients and cover a range of different factors.
They include features like scheduling appointments, raising invoices, tracking clients, tracking time, sending proposals and attaching the contract and invoice. Plus sending various other forms all attached into a workflow that automates the process for you. Also let's not forget to mention the lead capture that can be embedded onto your website and receive enquires whilst you sleep including booking the discovery call.
Download my free guide on creating the perfect Dubsado using 10 steps HERE
Check out Dubsado and get 20% off your first month or the whole year using the code mgillson21
Read my next blog in this series on client management called Simple ways to improve your client management