You're managing client relationships. What's the biggest mistake you can make?

You're managing client relationships. What's the biggest mistake you can make? As a client relations specialist, you know how important it is to build trust, rapport, and satisfaction with your clients. But sometimes, even the best intentions can backfire if you make one of these common mistakes. Here are some tips to avoid them and keep your clients happy and loyal.

1 Not setting clear expectations

One of the worst things you can do is to promise something you can't deliver, or to deliver something that doesn't meet your client's expectations. This can damage your credibility, reputation, and relationship. To avoid this, you need to set clear and realistic expectations from the start. Communicate your scope, timeline, budget, deliverables, and milestones with your client, and make sure they agree and understand them. If anything changes, update your client as soon as possible and negotiate a new agreement.

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Niharika K

Recruitment & Client Relations Professional
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The biggest mistake in managing client relationships is a lack of communication. Failing to communicate effectively can lead to misunderstandings, dissatisfaction, and the erosion of trust. Ignoring client concerns, not keeping them informed about progress, or neglecting to address issues promptly can damage the relationship. Regular and transparent communication, active listening, and responsiveness are crucial to building and maintaining strong client relationships. Failing in these areas can result in client dissatisfaction, loss of business, and harm to the overall reputation of the service or product provider.

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2 Not listening to feedback

Another common mistake is to ignore or dismiss your client's feedback, whether it's positive or negative. Feedback is a valuable source of information that can help you improve your service, quality, and results. It can also help you understand your client's needs, preferences, and goals better. To avoid this mistake, you need to listen actively and empathetically to your client's feedback, and acknowledge it. Ask questions, clarify points, and show interest. Then, act on the feedback and show your client how you have incorporated it into your work.

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3 Not following up

A third mistake is to neglect your client after you have completed a project or a task. This can make your client feel unappreciated, forgotten, or abandoned. It can also reduce your chances of getting repeat business, referrals, or testimonials. To avoid this mistake, you need to follow up with your client regularly and maintain contact. Thank them for their business, ask for their feedback, offer your support, and suggest new opportunities. Show your client that you care about their success and satisfaction, and that you value their relationship.

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Molly Polirer

National Account Manager @ Bullhorn
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A sure fire way to make your client feel unheard, unappreciated, and purely transactional is to not follow up. Not only should follow-ups come quickly after a project, task, or meeting is completed - but the follow-up should be personalized and encompass all necessary details and next steps. If done correctly, a proper follow-up should leave the client feeling heard and that there is alignment on what the next steps are.

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4 Not managing deadlines

A fourth mistake is to miss or delay your deadlines, or to deliver poor quality work. This can frustrate your client, lower their trust, and harm your reputation. It can also cause problems for your client's own deadlines, goals, and stakeholders. To avoid this mistake, you need to manage your deadlines effectively and efficiently. Plan your work, prioritize your tasks, track your progress, and anticipate risks. If you encounter any issues or challenges, communicate them with your client early and propose solutions. Deliver your work on time and with high standards.

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5 Not respecting boundaries

A fifth mistake is to cross the line between professional and personal with your client. This can create awkwardness, confusion, or conflict in your relationship. It can also affect your objectivity, integrity, and performance. To avoid this mistake, you need to respect your client's boundaries and keep your relationship professional. Be polite, courteous, and respectful, but avoid getting too friendly, informal, or intimate. Don't share personal details, opinions, or emotions that are irrelevant or inappropriate. Don't mix business with pleasure, or take advantage of your client's trust.

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6 Not adapting to change

A sixth mistake is to resist or reject change in your client's situation, needs, or expectations. This can make you seem rigid, inflexible, or outdated. It can also prevent you from delivering value, innovation, or solutions to your client. To avoid this mistake, you need to adapt to change and embrace new opportunities. Be open-minded, curious, and proactive. Learn new skills, tools, or methods that can help you serve your client better. Anticipate your client's changing needs and expectations, and offer them new ideas, options, or recommendations.

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Kalipile Candlovu

TRAINEE AUDITOR at AUDITOR GENERAL SOUTH AFRICA
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Keeping abreast with what is happening around the world, industry that you're in as a business and the country's economies that your business is operating in affects the business badly.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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You're managing client relationships. What's the biggest mistake you can make?

1

2

3

4

5

6

7

1 Not setting clear expectations

2 Not listening to feedback

3 Not following up

4 Not managing deadlines

5 Not respecting boundaries

6 Not adapting to change

7 Here’s what else to consider

Client Relations

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You're managing client relationships. What's the biggest mistake you can make?

1

2

3

4

5

6

7

1 Not setting clear expectations

2 Not listening to feedback

3 Not following up

4 Not managing deadlines

5 Not respecting boundaries

6 Not adapting to change

7 Here’s what else to consider

Client Relations

Rate this article

Thanks for your feedback

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