Breakthrough Patient Recruitment

: 6 Things to Keep in Mind When Communicating with Clients

6 Things to Keep in Mind When Communicating with Clients

Project Manager

As a health communications firm, we obviously place a high premium on quality communication. Like any company, many types of communication make up our work-employee relations, media relations, and of course, customers relations. Harvard Business School research suggests that increasing customer retention rates by 5 percent increases profits by 25 percent to 95 percent.

 

Below are six tips that will help you keep your current clients happy and willing to continue to invest in you and your firm.

 

1. Be responsive-Our clients are busy. It is important to respond to emails and requests as quickly as you can. If you do not have the answer to their question or need time to work on their request, always respond to their email/phone call to acknowledge that you have received it and set the timeline for delivery. This will show that you respect their time and that you are dependable-an important trait for client retention.

 

2. Be honest -Mistakes and miscommunications happen. What's important to remember is that it's okay to be honest about errors. You should also aim to be ahead of the client when reporting errors and have a clear action plan to correct them. Clients understand that mistakes happen and appreciate honesty and solid attempts to rectify the issue.

 

3. Keep your word -Meeting deadlines is important to clients. They hired you to complete the puzzle for one of their big projects. Sometimes, this means staying late to complete a project or working while on vacation or holiday. Delays can cause serious consequences on the client's end and will reflect unfavorably on you and your firm. However, meeting clients' deadlines and exceeding their expectations will impress them, and they will continue to be satisfied with your work and hire your company to support other projects.

 

4, Be flexible-Clients constantly change the initial scope of work. It's our jobs to be flexible to their changing business needs and to adapt accordingly. This may mean tossing a concept you have devoted hours to because something changed on the client's end. Whatever the situation may be, clients appreciate your ability to be flexible in all situations to make sure their end goals are met.

 

5. Be attentive-One of the key elements to successful client relations is to make the client feel as if your full attention is spent on work for them. With increasing demands from multiple clients, it can be a challenge to focus on one project or client. Some easy ways to show your client that you are attentive to their specific needs includelearning key terminology of their industry, passing along news articles that may be of interest, and going the extra mile to remember personal details that they have shared. These simple tips will go a long way in showing your client that you care and your eye is always on their needs.

 

6. Communicate-It's hard to create loyal clients if you aren't communicating with them on a constant basis. It's better to over communicate than to under communicate. Keep your clients updated on the status of their project and provide useful tidbits of information that they may not have expected. Communication is the key ingredient to ALL successful relationships.

 

The old adage is true: it is a lot easier to keep a client that you have happy and coming back for more, than it is to win a new client. The above tips are easy ways to keep your client service in check.

 

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