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Whether you work for yourself or an agency, clients are the only reason you get paid, so clients need to be kept happy. Clients have to be content with your services to ensure they don't go elsewhere. And your reputation depends on happy customers.
But how do you keep clients happy? How do you ensure they stay with you and keep paying you? There are lots of ways to keep clients coming back for more and these are just a few top tips to help you.
Make them feel important
Everyone likes to think they're important, so feed this raw need by making your clients feel like they're the only person in the world you care about. Make them feel like they're your priority and most important client. Always give your clients the impression that you only care about them and their business where practical.
Clients love their own business. They love it so much, they'll want to talk about it endlessly. Be just as passionate about your client's company and be keen and enthusiastic. Be sincerely interested in your client and their work. Care about them doing well and they'll love you for it.
There's no I in team
When talking with your client, use language to reinforce your relationship like 'we' and 'us'. For example, 'We should look at doing this for our next project' or 'Wasn't it great when we achieved that...' Using language such as this will solidify your standing in your client's company and ensure you feel part of their own team.
Don't make promises you can't keep. Be honest with your client and manage their expectations. If you're realistic in the things you say you'll be able to achieve, your client will see that you're trustworthy. And when you do achieve more than they expected, you'll only exceed their expectations and wow them.
Staying in touch with your clients is essential if you want to keep them happy. Call them and email them. Attend regular meetings. Keep clients informed of what's going on and they'll be content that you're 'on the ball' and prioritising their business. If any problems arise, don't stick your head in the sand - pick up the phone and offer solutions wherever possible. As long as you communicate, your client will stay happy.
Listen to what your clients have to say and don't be afraid to seek clarification if there's something you're not sure about. By listening carefully, you'll avoid any misunderstandings and be able to provide the right solutions.
If a client calls or emails, asking for help - be quick to respond. Don't leave things hanging. Be prompt and respond to their needs as quickly as possible. Even if you're in the middle of something else, drop everything and do what you can to keep them happy.
Keep a log of activity
When you first start working with a new client, make a note of where they stand before you do anything for them. Then, in future, you can show your client how you've made a difference by comparing statistics. For example, if you're a web designer and your client has hired you to overhaul their website, take a note of their web analytics before you launch their new site. Hard evidence is crucial to show clients why they made the right choice in hiring you.
Show them your achievements
Whenever you achieve something for your client, tell them about it! Whenever you reach a milestone, shout it from the rooftops. Clients love to see results and also need to be constantly reminded about why they've hired you. So whenever you achieve something for them, make sure they know about it.
Always be loyal to your clients. What do I mean by this? If a direct competitor of your client approaches you and asks for your services, be loyal and tell your existing client about it. Seek their permission to go ahead and respect their wishes. Showing loyalty like this will win you lots of brownie points.
Think of your client
If you really care about your client then always think about them and how you can help their business. That's whether you actually help them to win more clients or send them useful things, like newspaper clippings relevant to their industry or opportunities to network. Going above and beyond the call of duty is something that clients will never forget.
Thank your client
Remember to thank your client whenever possible. Send cards, gifts or 'thank you' notes. These are small gestures but hugely effective at cementing a good relationship and ensuring your client always comes back for more.
And those are just a few tips on how to keep clients happy. If you can share any of your own top tips, please comment below.