Build Unbreakable Client Relationships
Client relationships are the lifeblood of every firm. This is why so much time and energy is spent on finding and keeping great clients. The best clients are the ones with whom we love to work and have the best relationships. Shouldn’t the ultimate goal be to work with only clients like these?
As I began writing this, I kept trying to come up with something groundbreaking and profound about how you can build what I call “Unbreakable Client Relationships” or “UCRs”. But it occurred to me that I was over-analyzing the entire idea of client relationships. I concluded that there are two things you must do to ensure “UCRs”.
- Consistent delivery of timely and exceptional service
- Follow-up by staying in touch
The best way to endear your firm to its clients is to consistently deliver great service. There is no substitute for providing great service during those times when your client really needs it, but we can’t forget to do it during normal times as well. Be consistent in providing the top service you can. Anything less than your best cuts away at the “UCRs” you are working so hard to build.
Great service is the first step, and follow-up goes hand-in-hand with it. You could argue that great service is follow-up. Certainly there are follow-up steps when serving your clients, but it’s the times you aren’t working with clients directly that you can deepen your “UCRs”. Compare it to friends and family. You keep in touch with phones calls, emails, letters, cards, etc. Do this with clients, too! Call a client just to say “Hi”. Send a card for a birthday or graduation. Personal touches that aren’t focused on work go a long way with clients.
The goal of working with the best clients with whom you have the deepest relationships is easy to attain. Focusing on service and follow-up is the surest way to tell your clients they are valued. When clients feel valued for more than the fees they pay, relationships can become unbreakable!
