How can you nurture client relationships with effective communication?

Much has already been said about researching and listening to your client, which are important. But when it comes to either the frequency or content of your comms it's vital to ask a simple question: "What does the ideal message from us look like?" Odds are they will have worked with agencies or third-parties before and have a sense of what 'works' and doesn't. I'm sure you'll have additional content, analysis, etc. you will want to add to what they suggest as well, and that's great. That said, the only way to 'listen' to your client and nurture relationships is to ask them questions and demonstrate you've heard them, that what they're 'feeding-back' is being not only noted but acted on or, at times even, deferred to.

Building strong client relationships relies on transparent and timely communication. Actively listen to their needs, provide clear information, and promptly address concerns. Regularly check in to gauge satisfaction and offer value through personalized interactions. By fostering open dialogue and demonstrating reliability, you create a foundation of trust and loyalty in your client relationships.

Understanding our clients' preferences and having a high emotional intelligence (EQ) is especially important for Virtual Assistants when communicating with clients. This means being observant of subtle cues about how our clients like to receive and process information. Matching their preferences builds rapport.

Building a strong client relationship relies on a deep understanding of your client. This understanding fosters rapport and enables you to communicate relevant information concisely. Therefore, thorough research about a prospect before engagement is crucial for effective communication.

Building strong client relationships boils down to good old common sense. Knowing your clients means understanding their world – what they do, what they want, and how they want to chat. It's like being a detective, but less mysterious.

Active listening is vital for effective communication. By attentively understanding the client's problems, you can propose relevant solutions or steer the conversation in the same context, showcasing your investment in their concerns. Always verify and clarify details to enhance engagement and effectiveness.

Effective connections with clients require the ability to actively listen. It involves more than just listening to what is said; it involves genuinely understanding the requirements, expectations, and underlying feelings of the clients. In addition to showing sincere concern, taking the time to listen intently, pose meaningful questions, and offer helpful feedback also facilitates the identification of important ideas. This approach not only enhances the connection between advisors and clients but also enables the efficient resolution of their issues.

Listening isn't just about hearing words; it's about getting what's going on in their heads. If your client's mad about something, don't just jump into problem-solving mode. Let them vent, nod your head (even if it's over the phone), and show them you get it.

💡 El email es un arte en sí mismo. Una respuesta ágil es lo mejor, sin duda, pero siempre hay matices. Solo un par de consejos: ✔ Si se trata de una información que tienes a mano o en la cabeza envíala pero sin apresurarte, sobre todo si hay varias personas en el hilo. Hay dos razones principales: en primer lugar, darás tiempo a que lleguen otras respuestas; segundo y no menos importante, una respuesta demasiado rápida puede transmitir precipitación o baja actividad. ✔ Si la respuesta definitiva puede tardar por ser un tema complejo o porque requiere alguna información que no depende de nosotros, enviemos una respuesta breve para indicar que estamos sobre el asunto, lo hemos comprendido y responderemos tan pronto como sea posible.

If your client drops a line, don't be the disappearing act. Respond, even if it's just to say, "Got your message, I'll be back to you pronto." It's like being a good neighbor – you don't leave their fence broken for days without saying you'll fix it.

Transparency conquers all. Really because most people aren't so when you encounter someone that can be transparent it builds trust. I've led teams that were intact when I became the leader. One of the 1st things I did was relate to them. I started my career in the same role and had been in several different positions when I returned to manage the team in which I started years before. I immediately related about my struggles in the role and how I overcame them. The team was underperformed when I arrived. Relating to them immediately allowed me to then challenge them to raise their standard and produce at the level required. I left that company and more than a decade later many of them are leaders in that company. Transparency works.

💡 Esta es una idea muy interesante: desmontemos de una vez ese tópico tan manido de la falta de transparencia, organización y sinceridad del comercial. Casos puntuales no justifican exportar vicios y errores a todo un gremio; como bien sabes, la generalización es un ejercicio de alto riesgo. 🤔 Ten en cuenta, además, que estos prejuicios provienen normalmente de muchos que distan de ser ejemplares. Como decía Don Quijote, «de la abundancia del corazón, habla la boca».

Transparency? It's like having a see-through business. If you hit a snag or need to change course, don't sweep it under the rug. Be straight-up about it. It's like telling your buddy about the little dent you accidentally put in their car – better they hear it from you than discover it later.

Probablemente sea el punto más importante de todos. Siempre hay que ponerse en el lugar del cliente y ofrecerle la mejor atención posible, y no solo es contestar rápido a sus preguntas o requerimientos, sino ir más allá y anticiparse a los posibles problemas o necesidades que puedan surgir. Tener un plan de trabajo actualizado ayuda mucho al cliente, y otorga valor al trabajo al estar todo bien organizado y el cliente saber en todo momento qué se está haciendo y cuál es su estado. La proactividad, la buena actitud y el servicio al cliente son 3 factores que aportan ese valor añadido al cliente.

In my experience, to be able to leverage your expertise and skills to document and articulate the client’s needs translated into specific (technical) requirements, mapping the associated efforts (time, money and quality) needed to realize them, along with the clients’ schedule, budget and expectations for the end product, early in the engagement is the biggest benefit you could provide as a professional. Once you have this, aligning all the involved parties to what is affordable and documenting it is the next important step.

💡 La clave está en la palabra partner (colaborador, asesor); convertirse en una especie de «socio temporal» del proyecto del cliente. Muy sencillo de decir pero requiere algunas cualidades específicas: ✔ Conocimiento del sector y producto ✔ Conocimiento de las necesidades del cliente ✔ Capacidad de escucha, comunicación y empatía ✔ Flexibilidad: pocas veces una solución se ajusta a un patrón rígido y prefijado. 🤔 Cada empresa, proyecto y persona son universos complejos en sí mismos. Sin embargo, como decía Ralph Waldo Emerson, existen numerosos métodos pero muy pocos principios. ¿Cómo aportar valor, entonces? Por medio del enfoque, pues enfocarse significa que nuestros recursos (principios) están al servicio de cada proyecto (método).

The golden rule: give more than expected. It's like being the friend who not only brings the snacks but also shares their secret dip recipe. Go beyond what's asked, give 'em that extra mile. They'll remember you for it.

💡 Un buen feedback se explica muy rápidamente con la regla del «siguiente paso», preguntar y preguntarse cuál es la próxima acción en tiempo y modo (cuándo y cómo). ✔ Pregunta sin complejos a tu cliente sobre el estado de tu operación (con sentido del equilibrio, tan malo es ser demasiado ausente como demasiado insistente) a todos los niveles, sea para revaluar sus expectativas como para tu reporting interno. ✔ Algo que podemos olvidar: agradece siempre, a ser posible por escrito, todo feedback del cliente: nos están dedicando parte de su valioso tiempo.

Ask for feedback. It's like checking in after a road trip. You want to know how the journey was for them, what tunes they liked, and if there's anything you can change for the next ride.

So, in a nutshell, treat your clients like pals. Know them, listen to them, be there for them, be honest, give more than expected, and always check in. It's just good, solid relationship advice – in business or anywhere else.

To nurture client relationships, I employ a structured approach using an Excel template that lists all my clients. I schedule a monthly engagement activity for each client, varying between lunches, breakfast meetings, phone calls, emails, social media interactions, or events. This ensures ongoing, personalised communication with each client. To streamline this process, I recommend leveraging the efficiency of a virtual assistant. They can manage the template, set reminders, and even help organise these activities, making maintaining strong, continuous client connections easier.

In a world of complex solutions and jargon-filled pitches, true client loyalty flourishes when there is genuine transparency, trust, and clear communication. Relationships are built on sharing the journey, not just the results. We begin with explaining known challenges immediately and openly, acknowledging what you don't know but outlining the steps to find out. Listen intently, not to impress with intellect, but to understand their needs and fears. Speak plainly, not to dumb things down, but to ensure your expertise translates into clear, actionable insights. When clients can see the genuine thought process, the shared drive for solutions, and the respect for their understanding, loyalty flourishes from the basis of trust.