Trust can be one of the hardest things to give and develop with a client. Trust in your business relationships is integral if you wish to see your clientele numbers and your own company’s revenues grow. The level of trust in your business relationships—especially client relationships—is a one of the greatest determinants of a business’ success. Therefore,building your book of business is intrinsically tied to the trustworthy relationship you have with your clients and developing the long term relationships with them.
The Personal Touch – Consistent communication with clients, and building mutual trust and respect, often leads to repeat business for your company. Try to find ways to show clients how much they are valued, which contradicts the typical deli line “NEXT,” limited attention given to clientele by many business. Equally as important to the attention you give them is setting reasonable and attainable goals centered on ways to solve their problems with your product or service. Most client’s want you to set specific goals to be attained, reflecting that you are as equally invested in their success as you are in the ROI. These personal touches create brand loyalty with your clients and will cause them to stay with your company even if a competitor offers what appears to be a “better” deal.
Get in Their Head – Knowing your clients is just as important as servicing them. Small talk during a business meeting is a great way to asses a business’s operational structure and culture, and this intel is critical to reflect your knowledge of their needs. Gain respect and trust by sincerely asking clients what’s important to them and listening intently makes clients feel heard. Try to elicit the critical issues that are most meaningful to the to them. If appropriate, take a little time and diligence to discover not just the clients’ needs for your product of service, but also their personal hobbies, family dynamics and even biggest pet peeves to develop a more personalized relationship. If they trust you with personal information, they will undoubtedly trust you with their business.
Make it Happen – Trust me, if you don’t return phone calls in a timely manner, are consistently late for appointments or miss deadlines, it will be disastrous for both the relationship and your bottom line. For example, when you give a client an expected date of completion – its simple, MEET IT! Nothing is worse for a budding business relationship or repeat business than failing to meet deadlines. To keep the fire smoldering and the business coming your way, give reasonable timetables for projects and deliverables. If something unexpected does come up, make sure to communicate that with the client before the actual deadline date. When it comes to this issue, it’s always better that you call them than they call you!
Earners Keepers/Lackeys Weepers – To keep your client’s trust and respect, it must be maintained over time by doing the things you did to earn it in the first place. You do not have to be perfect – just trustworthy in both words and actions ,and ensuring that they are complementary of one another. Trust can be easily earned by someone with upstanding character and integrity, but hard to dispense if you lack those critical qualities.
Crystal Clear – Transparency is critical to the provider/client relationship. In this day when contracts with fine print have replaced the nobleman’s handshake, there’s a tremendous need for honesty and not camouflaging crucial facts. If there’s some aspect of your product or service that a client wants, but you know you can’t provide, tell the truth. There’s nothing wrong with stating that you can’t do something or haven’t yet developed a particular service or product. You can still win them over or keep a current client happy by letting them know that you are innovative enough to work on a solution thereby reflecting your commitment to them and their business.
In Summary – Begin or continue earning your clients trust by giving them your best, proving your competency and following through with all commitments to show them you value their business and the relationship. Remember, word of mouth can be your best advertising or your worst adversary.
Many people ask me many questions about content writing. They vary from the off the top of the head answers to “I actually need to research that” responses. So when our head honcho at Design Theory asked me about researching client industries, billing and how clients respond to issues surrounding that, what solutions to these problems look like and how to not cause heart failure with the billing from it all, I realized I had quite a bit to say. So rather than writing it all, Jean & I decided to give you an over the shoulder peek at our conversation on camera. Some of it you might already know while another facet may give you an Ah-ha moment. Either way, I hope it conveys some worthy considerations when you incur some of these same questions and frustrations with content writing, research and billing for your web and branding clients.
Here are some of the highlights:
Professionally Developed Content
*Clients need to understand the process & value of the necessary research & writing that will be critical to the success of their website.
*Not everyone who owns a business can necessarily write well about their business.
*Understand the importance of the potential consumers experience will be via the client’s website.
*Make the potential consumer/service recipient feel like “I want to do business with them or by their product.”
Content Writing Time & Research *Do your due diligence in research to create great content to create traffic for the client *Become intrigued and entrenched in the subject matter & then writing from a position of “seeming” expertise and authority. *”Write It Like You Live It” positioning in content writing
Billing
*Use reportable billing software (i.e. Toggl) that report specifics to prove good utilization of time
*Consider incremental billing
*Establish a great rapport & trust so they so they don’t question the integrity of the work & the corresponding billing
Trust is one of the hardest things to give to another person in our personal lives let alone in business. However when we do decide to give it, it’s because the person has portrayed themselves in an unquestionably, trustworthy manner or have at least projected some character attributes which tells us it’s worth the risk. But before we ask a client to “ink the deal” they have to measure what’s said & done in dollars and cents and when 5 digits are on the line, they employ a vetting system like the DC Secret Service! Can you blame them?
In website design and branding, gaining and maintaining the trust of a client is ÜBER important. It’s a plastic surgery kinda trust-especially since a company’s website and branding materials are exactly that-their face to the world. If you’re on my side of the pitch table, here are some key points you might contemplate (or employ) before your next prospective or retained client meeting.
Don’t let your competency raise eyebrows! You’ve heard the old cliché come with your “A” game. When you meet a client for the first time, I say come with as many letters between A to Z as possible! Don’t just dress for success but prep for it with research! Know specifics about their industry and who their competitors are. Know about that company’s trends and how it has grown and/or morphed. Know what’s out in worldwide media about them – the good or bad press. Don’t be comfortable telling them what they already know but wow them with something they should know. You’ll have a better chance at gaining their professional trust and ultimately add more In God We Trust’s into your wallet. Engage your client into a dynamic conversation – one that requires Q & A from the BOTH of you. Questions FROM YOU TO your client conveys that their voice is important to you. Not like you don’t know anything but like you want to glean or learn something from them. For some, going in with a “wait till I show you what I can do for you” kind of arrogance can really be a turn off and leave prospective clients feeling less trustworthy of YOUR motivations with THEIR business. Likewise, this applies to repeat customers as well. It’s even more important to talk less and listen more for an ongoing, “worthy of their trust” relationship.
Plug into what’s up with the industry headliners! Who are your clients’ competitors? What are the industry trends of similar/competitor clients and how do you one up them? Their trust of you and your abilities is not just tied to your portfolio of projects but also based on your ability to offer innovative solutions to move them ahead and become industry leaders as opposed to followers.
Say I Do & Mean It! When you give a client an expected date of completion or they’re the one giving you the deadline, MEET IT or DON’T COMMIT! Nothing is worse for a budding business relationship or repeat business than not making it to the finish line. Especially when it’s the first leg of the race! Give reasonable timetables and make sure that if there are hiccups along the way that alter the timeline, communicate with the client before they have to call you.
What’s your rep? Growing up my father continually emphasized that “what people think about you can hurt you”. This has far worse consequences in the working world than the hallways of high school. If you’ve proven to be unreliable, gave shoddy work for good payment or burned professional bridges {or in some other manner} with clients, you might be the butt of a blog instead of the author. Remember, word of mouth can be the best advertising or your worst adversary. What a client thinks of you affects not just your relationship with them today but your future with all others too.
Want better customer retention and loyalty? Start earning it by giving them your best, prove your competency and follow-through with all commitments to show them you value their business and the relationship.
Call to Action: Shoot me a line and tell me – How Do You Measure Up?
Trust can be one of the hardest things to give and develop with a client. Trust in your business relationships is integral if you wish to see your clientele numbers and your own company’s revenues grow. The level of trust in your business relationships—especially client relationships—is a one of the greatest determinants of a business’ success. Therefore,building your book of business is intrinsically tied to the trustworthy relationship you have with your clients and developing the long term relationships with them.
