𝗘𝗻𝗴𝗮𝗴𝗲 𝗖𝗹𝗶𝗲𝗻𝘁𝘀 𝗳𝗼𝗿 𝗦𝘂𝗰𝗰𝗲𝘀𝘀
Updated: Oct 30, 2021
Strands of rope plied together make it stronger. While clients pay for product or service quality, better engagement will reinforce ties.
𝗪𝗵𝘆 𝗶𝘀 𝗲𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁 𝗰𝗿𝗶𝘁𝗶𝗰𝗮𝗹?
Since the costs of acquiring a new client exceed the ongoing expenses, the longer a client remains, then the higher the margins.
Client retention can be incredibly powerful in future revenues, especially in SaaS models.
A small issue ignored or unresolved can result in a big problem and a huge loss of time, resources, or the clients themselves.
Also, positive relationships lead to upsell opportunities within clients and through their referrals.
𝗔 𝗣𝗼𝘀𝗶𝘁𝗶𝘃𝗲 𝗔𝗽𝗽𝗿𝗼𝗮𝗰𝗵 𝗥𝗲𝗹𝗶𝗲𝘀 𝗼𝗻 𝗩𝗮𝗹𝘂𝗲𝘀
To make engagement collaborative across teams, apply these values:
Solution Approach* – Focus on discovering and implementing the best options for the client, the company, and the employees. Discourage assigning blame and punishment.
Balance – Address the crises quickly, however, also think how to build proactive systems which will help prevent future issues.
Learning – Spend some time digging into what happened in major situations and determine ways to improve (e.g. product changes or new processes, software, or skills).
𝗪𝗮𝘆𝘀 𝘁𝗼 𝗔𝗱𝗱𝗿𝗲𝘀𝘀 𝗖𝗹𝗶𝗲𝗻𝘁 𝗦𝘂𝗰𝗰𝗲𝘀𝘀
To gauge satisfaction and uncover potential issues, consider:
· Regular Cadence – Establish times to talk about progress and incorporate questions on satisfaction.
· Probing Questions – Seek to learn more by asking, “What is one thing that can be better?” or "What are your plans for next year?"
· Different Approaches – Ask the client to assign number values and then compare them over time to gauge sentiment.
· Two Types of Stakeholders – Contact both direct users and decision-makers since either group can determine your destiny.
How to avoid problems and, if necessary, improve 🔥 resolution:
Create checklists and processes for onboarding, review with clients.
In onboarding, clarify the deliverables and how to measure success. Explain how they can address and escalate concerns if needed.
Also, set recurring meetings to discuss progress.
🔥 If a problem comes up, let the client know what to expect for next steps and when you will get back to them.
Many problems emanate from a lack of communication or some misunderstanding. In onboarding, explain how to escalate any issues.
Set quarterly meetings to ask their major challenges and how your company could be helpful.
Pose open-ended questions (e.g. “How can we help you grow?”) and pay attention to tone and body language.
🔥 If a problem arises, respond immediately. Acknowledge receipt and their aggravation.
End every conversation with next steps and timing until resolution.
Adapt a partner mindset and discuss with clients how can you help them continue growing or performing well.
Help them identify future opportunities and risks.
𝘾𝙡𝙞𝙚𝙣𝙩𝙨 𝙧𝙚𝙖𝙡𝙡𝙮 𝙖𝙥𝙥𝙧𝙚𝙘𝙞𝙖𝙩𝙚 𝙨𝙥𝙚𝙘𝙞𝙛𝙞𝙘 𝙬𝙖𝙮𝙨 𝙩𝙤 𝙨𝙖𝙫𝙚 𝙢𝙤𝙣𝙚𝙮, 𝙞𝙣𝙘𝙧𝙚𝙖𝙨𝙚 𝙚𝙛𝙛𝙞𝙘𝙞𝙚𝙣𝙘𝙮, 𝙖𝙣𝙙 𝙜𝙧𝙤𝙬 𝙧𝙚𝙫𝙚𝙣𝙪𝙚𝙨.
🔥 If you face a challenge, understand what’s really the issue. Question the deeper impact of the problem to better empathize.
Understand the strands of expectations, communication, and problem-solving to strengthen your bonds productively.
* Solutions Approach post can be found here: https://www.webuildscalegrow.com/post/8744b544
Photo by Shubhendu Mohanty who can be found here: https://bit.ly/3mCgqyP