8 Communication Techniques to Build Strong Client Relationships

Imagine you somehow inherit a large network of clients and then, after only a few months, you lose half of them. This might sound like a terrible scenario but it's not an impossible one if you expect client loyalty to be a permanent thing. To ensure that clients and business partners stay with you longer and are highly engaged, you need to know how to communicate with them. Here are some communication strategies that can help you build strong, long-term relationships with your clients.

1. Don't forget that clients are individuals

Individuals who represent businesses typically appreciate when they are being treated as more than just a means to an end. The extent to which you should establish a personal connection with a client will vary by type and personality.

It is not always easy to determine how personal you should go with someone but basic interpersonal skills should tell you when a client feels uncomfortable. For example, while most of them would appreciate a generic question such as “How have you been?”, you may not want to ask very specific personal questions unless you have established a friendship with them.

2. Use a clear language and be consistent

The last thing you want is for your partners and customers to be confused about your intentions. For example, if you are working on a project with a client, make sure to clearly outline the roadmap toward project completion. By doing so, it may be less likely that they will become impatient or will have unrealistic expectations.

Another error you want to avoid is expecting your client to sit still until task completion is due. It is often the case that clients want to be consistently updated on the project's progress, as this assures them that things are going according to plan. In other words, you should communicate consistently and make sure they are happy with the direction in which the project is going.

3. Prove your expertise

While you should not overwhelm anyone with unnecessary information, don't shy away from proving you know what you are talking about. For example, don't simply tell your clients that something will work but explain to them, with technical details if needed, why it will work.

People also appreciate when their doubts and concerns are taken seriously. As such, make sure you encourage questions and provide detailed clarifications. Finally, if your client has an idea about how to solve a problem, don't try to dismiss it just to avoid looking lost.

4. Be positive

There are situations when projects are not going according to the plan or when you are simply exhausted. While you should never lie about a situation, you should also not give the impression of being overwhelmed or unable to complete a task – unless you really are unable to do so.

If your clients perceive you as positive and energetic, they are less likely to worry that things are not going as they should. More so, a positive face increases the chances of working with people who enjoy being around you and being contacted by the same individuals and companies again and again.

5. Don't underestimate the value of incentives

If you provide quality work promptly, your clients will most likely be happy with you. They will be even happier if you provide them with incentives that might even differentiate you from the competition. Examples of incentives include free delivery, gifts, or coupons. Websites like Earthweb offer various coupons that you can use to provide added value to your clients. You can advertise incentives before a project starts or surprise your customers during the project.

6. Communicate as your clients do

Some people are more formal than others. Some prefer text messages while others like video chats. You might have clients who want to meet in person regularly and those who don't want to meet in person at all. The point is that individuals differ in their communication styles and often expect the same type of communication in return.

To make your clients feel as comfortable as possible, do your best to understand their communication style. If they are informal, you should do the same. If they appear to dislike live video chats, avoid them if you can. The more comfortable your clients are with you, the more likely they are to keep using your services.

7. Be assertive

One of the worst things you could do is act as if others don't know what they are talking about and assume that you should point them out that they lack the expertise you have. Doing the opposite, that is, agreeing with everything people who pay you say, is not productive either.

Assertiveness is all about constructively expressing your opinions and disagreements while always taking into account the other's opinions. If, for example, someone makes a proposal that you believe will slow down a project, tell them your opinion and make them understand the advantages of pursuing a different path. If your client decides to go on a harder path, they should understand their role in the outcomes of the project.

8. Ask for feedback

While many will immediately tell you when they are unhappy with the results of a project, others don't immediately disclose their discontent or even keep it to themselves. To make sure that you are not losing clients because you did not know they were unhappy, ask for their feedback consistently. If you encourage people to express their opinions, you might be able to correct any deviations from their expectations in a timely manner.

Bottom line: Communication is key to strong professional relationships

Professional relationships share many things in common with personal ones and sometimes they even overlap. Just like in personal relationships, you need to understand your clients and partners and they need to understand you. Effective communication is what you need to make others trust you and like you.

To communicate effectively from the start, you need to understand your potential clients as early as possible. One way to do so is by going to search websites and finding relevant information about them. On Leadar, for example, you can search for people and companies to obtain useful information, such as social profiles and company information. The more you know about others, the more likely you are to approach them effectively and establish long-term relationships.