Beyond Transactions: Transforming Clients into Lifelong Partners.
One of the major issues that I support my clients through is Client Management. Whether you’re selling products or providing a service, as a small business, managing clients well is essential – it’s the principal way we stay in business.
However, managing and retaining clients can seem complicated and out of reach, often leaving small businesses exasperated, insecure or vulnerable, and can result in non-payment, time wasting, poor reviews and ultimately losing that client.
In this blog, I look at some of the common challenges and ways to overcome these challenges.
Common Client Management challenges small businesses face:
Increasing Demands: Clients sometimes request more than what was initially agreed upon. While everyone appreciates a good deal, it can feel exploitative when boundaries are crossed.
Time Consuming Clients: Clients going back and forth with their questions before deciding on a sale or expecting responses outside of work hours.
Clients Expecting Free Services: It’s surprising how many clients seek free offerings from small businesses that they wouldn’t with larger companies.
Being Compared to Larger Companies: Clients might express frustration when small businesses aren’t as cheap or swift as their larger counterparts or don’t offer discounts or returns.
Helpful Systems For Managing Clients
Based on the experience I’ve gathered over the years, here are some systems you can implement to foster healthy customer relationships that benefit both you and your clients:
Take Pride in Your Offerings
List the unique aspects of your products or services that go beyond price. For example, highlight that you use natural ingredients, 100% cotton, offer next-day delivery, or provide private services. Clients who truly value your offerings will seek you out.
Actively Engage with Clients
Be genuinely present and engaged in your interactions with clients. Listen to their needs and explore how you can best support them within your established systems. It’s important to get regular feedback from clients or customers, as they will let you know how well you’re doing, where you could improve and they might suggest new offers or services you can adopt.
Establish Client Onboarding and Retention Processes
Implement structured onboarding and retention processes and communicate them clearly to potential clients. For instance, if you had an online training platform, you could provide a free trial period to bring on clients. Once they come on board you can offer a complimentary consultation to help clients maximise their experience and then provide ongoing discounts and promotions to longer-term clients.
Clarify Your Sales Process
Be clear on how you sell – It’s important that your clients understand how you sell, so that they can understand how they buy from you. For instance, if you’re a seamstress, explain that a 25% deposit is required after taking measurements to create initial designs, with a five-day period for amendments.
Have Clear Management Boundaries
Ensure your clients understand your management process, enabling them to know how to engage with you. Be clear about your operating hours, the services that you offer and your prices, your discount offers and stick to them – this creates clear boundaries.
Check In Regularly
Maintain regular communication with your clients. Many of us start businesses to make a positive impact on people’s lives, so embody that mission by creating a professional framework for check-ins. Ask them about new services or products they’d like to see. This could reveal a desire for more flash sales or discounted offers, which can guide your future strategies.
By implementing these practices, you can create a more positive and productive client management experience, fostering loyalty and long-term relationships in your small business.
Let us know what you think in the comments. Which challenge you relate to and which of the solutions you appeal to you?
Executive support for your business
At Hatch Ideas we offer Executive Level support, where you can access tsome of the same level of C-Suite support that large companies enjoy – enabling you to seize opportunities, pivot quickly and stay competitive. Support is £350.00 for 5 x 30 minute 1-2-1 sessions a month. Pop onto our home page and book a free consultation or you can book directly via this link – Executive Support – Hatch Ideas
