It isn’t always enough to create and promote an outstanding product or service. Often, your sales approach matters just as much as what you’re selling. The most successful entrepreneurs create a connection with the customer by bringing their own personal touch to the sales process. When business overlooks the importance of that personal connection, they run the risk of losing the prospect to someone else-usually someone who took time to create a relationship and help the prospect buy something rather than trying to simply sell to them. Communication is the key to having an excellent relationship. You know that is true in romantic relationships, but what about the relationship you share with your clients? If you want to keep your customer base happy, you need to talk directly to them and see that they are happy. If you are lazy when it comes to keeping in touch, your customers might stray and find a company that is more user-friendly than yours. Every business owner should take care of his or her customers and you are no different.

 

Clients are like plants. You have to keep watering them if you want to see them grow. This means you have to ensure they’re happy and well-served by having regular contact with them. As all good relationships are based on strong communications, it’s crucial you keep the contact chain open. Because if you don’t? Well, a client will feel neglected and is likely to take their business elsewhere. In the course of your relationship with clients, your focus should be more on personal communications. This personalised approach to keeping in touch is necessary to continue building trust and loyalty with your clients. It can also be highly effective in establishing a long-term relationship with your clients because periodic communications show you put as much work into the customer experience as you put into the products or services you’re selling to them. In that respect, keeping in touch facilitates a feeling that you are partners with your clients in their business endeavour, not just someone that they pay for products or services. But how do you stay in touch without becoming a stalker? How do you ensure you have a healthy relationship without hassling anyone? Here are some top tips to help you successfully stay in touch with your clients:

 

1. Create a database – Before you do anything else, create a spreadsheet detailing all of your existing clients. Type in their names, phone numbers, email addresses, Twitter accounts… anything that will help you stay in touch. Add notes about how they like to be contacted, i.e. some might only like telephone communication while others might prefer email.

2. Get personal – when creating your database, throw in a little ‘intelligence’ about each person i.e. listing what they like and something about their personal life… for example, client A is married, has two children named Mary and John and on Saturdays she goes to the gym. This means that whenever you contact a client in future, you can ask about their families or outdoor pursuits to add a personal touch.

3. Go with your gut feeling – if you have not spoken to a client for some time and you get that gut feeling they might be thinking about you, pick up and call them. Do it before you even get that gut feeling. Because you sense that a client is wondering where the hell you are… you’ve probably left it too late.

4. Arrange meetings – Nothing beats face-to-face communication, so arrange regular meetings with clients to keep your relationship strong. Ensure your meeting etiquette is spot on i.e. be punctual, smartly-dressed and professional. Greet clients with a firm handshake, look them in the eye. If you’re having a launch meeting, don’t rush your food and always remember table manners.

5. Have a blog – Blogging and writing about your own expertise is a great yet indirect way to stay in touch with clients. You’re showing your customers you can solve business problems and that you know what you’re doing. Blog on a regular basis and then share your articles via regular e-newsletters or emails to keep in touch.

6. Send regular e-newsletters – Informing clients about your work, recent testimonials, case studies or even sharing blog posts through a regular e-newsletter or e-mailer is a great way to keep the contact chain open. Set something up through an online service and fire out campaigns on a weekly or monthly basis – whichever you feel is appropriate.

7. Leave comments on their blog – Another great way to stay in touch without going overboard is to leave smart comments on your client’s blog or own articles. Make sure you use correct spelling and punctuation and say something really interesting. It will capture your client’s attention and impress them.

8. Make use of Twitter – Through the use of Twitter you can keep in touch with your clients. Give a friendly recommendation to them, so they know you’re thinking of them. They’ll appreciate the support and you’ll stay well and truly on their radar.

9. Connect on Facebook – Most people have a Facebook page these days, so make sure you ‘like’ your client’s and regularly stay in touch with them by responding to their updates. It will keep you in the loop.

10. Get in touch on LinkedIn – To continue strengthening your relationships, find your clients on LinkedIn and connect with them. Once connected, make sure you regularly update your own profile so clients can see what you’re doing. Add positive posts about your business and recent successful projects you’ve completed.

11. 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 sincere appreciation 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.

12. Send out the odd marketing tool – Last but not the least, the most obvious way to stay in touch with clients is by sending out marketing things like postcards, Christmas cards or even gifts like key-rings or fridge magnets. However, not every client will appreciate this kind of approach, so use your discretion and try and come up with fresh and interesting ways to market yourself.

In conclusion, keeping in touch with your clients should be part of your business plan. If you don’t work on your relationship with your clients, they will eventually leave you. These days, people expect more than just a service; they expect to find a company they can trust for life.

Tags:  Customer experience Customer Relations Manage Customers People small business