How to deal with clients to keep a profitable relationship?
Find out some tips for client handling both in B2B and B2C markets and learn how to treat clients professionally.
If the client pays, the client commands, the client is always right, you can’t say ‘no’ to a client, etc. You have certainly heard these expressions before and you take them into consideration at work. Although the client’s needs always have to be satisfied, sometimes their demands exceed what’s stipulated in the agreed contract. In these situations, how do you say ‘no’ to a client’s request and run the risk of losing it? The following tips will be very useful for you when dealing with clients even in the most difficult situations. They are applicable both to the business-to-business (B2B) and business-to-consumer (B2C) markets.
Dealing with clients requires a lot of empathy and communication, but above all, honesty. Keep these tips in mind:
The first piece of advice when dealing with clients is to work on your empathy. It’s important that you understand that if the client is paying for your services it’s because they don’t know how to do what you do or because they don’t have the time to do it. In other words: they pay to be calm. But not being aware of all (or part of) the processes, materials, and further services needed in order to carry out some job might lead them to ask for tasks with very tight deadlines and unrealistic goals. How do you deal with clients in these situations?
Well, the best you can do is to ask for help from colleagues with more experience or to meet immediately with your project leaders. Together, you can find an alternative that could produce equal results but keeping in consideration the resources you have and the agreed budget. If you show your client that this counteroffer is the best for guaranteeing the quality of the results, the client will likely approve it. Therefore, when dealing effectively with your clients you will need to lose the fear of asking for help and a good deal of strategic thinking.
On the other hand, and as we have already commented in several articles, an infallible soft skill for improving job performance is the mastery of oral and written communication technique. Whether you usually communicate with your client through personal meetings or via email, it’s important that you always write down everything agreed in a document. Send this document to the client regularly and ask for confirmation of receipt and reading each time changes occur. If at some point throughout the project an error is made, this document will help assume responsibilities by those who have to.
And, above all, act with honesty, since it’s the key to building trust in your clients. Don’t promise actions or goals that you can’t fulfill. There’s nothing more frustrating and less professional than generating expectations that never come true.
Last but not least, remember that community spirit is essential to building profitable and high-quality relationships with every client. Therefore, act as if you were one more of their team, despite being a services provider. Teamwork brings great benefits for every company, such as profitability and boosting leadership.
So if you want to learn how to manage clients from real cases and within one of the leading HR companies in the world, now is your chance! The ‘CEO for One Month’ program is still open to candidates in some countries. Starting your career at a Fortune 500 company has never been this close. Don’t hesitate and apply now here!