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Keys to Strong Client Communication

BY CCG MARKETING

The way we communicate with our clients can make or break a relationship. Good communication can result in client retention, client satisfaction, and creates a level of trust that can ultimately impact your bottom line through growing your partnership and referrals. Here are a few tips on maintaining strong communication with your clients, no matter how simple or complex your relationship is:

Talk to your clients often.

Talking to your clients often is so important, especially during projects that have a long timeline. Even if the updates aren’t exciting or something you can visually show the client, it’s important to let them know that their project is important to you and that it’s being worked on. Doing so gives the client peace of mind.

Be upfront.

Is there a hang up in the project that will impact your deadline? Let the client know ASAP as well as what you’re doing to resolve the issue. That way they can adjust their plans accordingly and you can avoid a damaged relationship.

 

Communicate with them in the way they prefer (phone, email, snail mail, etc.)

Email is the preferred form of communication for most people in this day and age but there are some clients who would rather speak on the phone. Plus it gives you a chance to get to know your clients on a more personal level.

Communicate expectations early and thoroughly.

Communication early on is the key keeping a project running smoothly. What are the steps from project inception to completion? When will deliverables be ready for the client? In what parts of the project does the client need to be involved? Doing so will educate your client on what to expect during a project and help you avoid any hang ups.

Know when you to keep it short and sweet.

Your main contact will most likely juggle multiple roles and have nearly a thousand other things going on at a time. This means you need to not only be conscious of their time but also know how to communicate in a way that’s easy for them to understand what is going on and what is needed from them (even if it’s as simple as approving an item). This means not sending emails that go on paragraph after paragraph – why not use simple bullet points that short and clearly show the question? Why not jump on a quick 5 minute call rather than schedule 30 minutes at a time?