Contractors, how do you maintain positive communication with clients?
John Roberts from John Roberts Design shares some thoughts:
Your client/customer should always get the feeling that they are your only client, and your most important one. regardless of their percentage of your work. Respond in a timely manner. Manage expectations regularly. Communicate often with relevant updates and progress reports. Listen and document all information from your client. If mistakes are made, consider going off the clock to repair or rework if the mistake lies in your court. A long term relationship is far more profitable than a one time project with regrets!
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Answers (1-10)
I built software that allows customers to be on the same page and creates a record of all communications.
I believe in staying in contact with all your customers whether big or small. Over the years I have had small customers become big customers and they stay loyal because I have always been there for them. I reach out to them on a regular basis. If I get a call from a customer that I do not personally answer due to meetings other customers I call them back same day most of the time if they call me late and I receive the message after they have closed I call them first thing in the morning. Relationships are the most important part of any customer interaction which starts with communication at all times.
Be involved in their industry I volunteer as president of a couple associations so my customers know that I am not just pushing a product but that I am genuine about their business and their industry as well.
I suggest that you set up a contact schedule for new clients/ customers whereby you reach out to them by mail, email, phone call ect about ten to twelve times in the first three months after you first conduct business or provide an estimate for services. This makes them feel that you care about them and they will respond positively for you without fail.
Listen carfully! By responding to a particular question, ask three differant ways to get clarity. Take them to a 'safe-island' every now and then by presenting three outcomes to any situation you have identified as possibly happening from their selection, chose, expectations. The conversation you have upfront, during the engagement and certainly post work/job will place you head and shoulders above your competition. A good CRM platform, I am partial to Infusionsoft because of their level of support in all areas, brings your capabilities into focus and manageable. Be seeing you.
We give our clients our office numbers and they know to call us anytime. They have our emails for quick response after hours as well.
The quality of our service speaks for itself- Neither we nor our clients have time for chit-chat.
I find that clients are so busy that respecting their time is very important. A friendly text is all that is needed.
Thats the million dollar question. Now a days it's hard. Just try and do the best you can
well I tell them the truth and do as good a job for them as I can.
Facebook, email, phone and text