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
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
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