With the global shift of every industry to comply with the new normal, it is a lot more complicated to build relationships with your clients in the virtual world than in real life. But at present, digital life is now inevitably real life. This is why you must learn how to gain trust and build a foundation between you and your customers effectively, even behind screens.
While networking may seem easy by using different social media platforms on the net because you get to obtain a much more professional facade, you should exert extra effort, especially at the first steps of your client onboarding process. It essentially is a way to kickstart your relationship and build a stable foundation so that your clients will not hesitate to trust the services you will provide. Introducing clients to your business not only means showing them what your company is capable of but rather, it shows them the potential of brewing a relationship that prioritizes long-lasting teamwork and a win-win connection. Keep in mind that your clients’ initial satisfaction will also be the starting point of faster revenue growth and outstanding profitability.
Moreover, consistency must always be a priority. You must never be complacent by just being only accommodating at your first transactions. A couple of thoughts to keep in mind when onboarding clients are:
- Make them understand your products or services clearly. Clients quickly churn from companies when they are not completely sold to trusting them. When they do not grasp your terms and conditions easily, they will most likely be a lot more hesitant, especially when the way you introduce it to them is too complicated and all over the place. Keep it short and simple, and make them realize that they will indeed gain benefits from you.
- The goal is to make it easier for them. Emphasize to your clients that you are not just there to be their partner but to give them leverage that will make their business or life easier for them. One way to keep a higher satisfaction rate is never to make them feel that they need to double their efforts because you will be doing the work for them.
- Make it personal between you and your client. One way to capture your client’s trust is to interact with them more personally, sans scripted emails and formulated responses. Make them feel that you are indeed paying close attention, and not just in it for the money. Corporate atmospheres are sometimes intimidating for new clients, especially those who are new to the industry. So you should engage with them more humanely and try to build an actual connection with them, and not just for the sake of your company.
Never lose track of what needs to be prioritized, no matter how long have you had a connection with a client. Complacency is always risky and could deem the kind of services you provide problematic even if you do deliver them well. It does not only matter that you keep your word, but you must also maintain a balance between mutual respect and transparency for a healthier professional relationship.
Put Social Media to Good Use
That is why improvement should never be overlooked in every aspect of your relationship with customers. Take time to provide a reliable and fast customer service approach that will never leave them hanging, no matter how small or big the issue may be. In the digital world, one way of doing this is ensuring that they have easy access or a quick platform to raise their concerns, such as utilizing social media platforms such as Facebook or Twitter for live chats. Most companies take a much longer time to respond to emails, so make sure that you cover that area as well. There are also many applications and websites that would act as your online workspaces, which you can fully customize to good use.
Get Their Feedback
You may also utilize regular feedback from your customers to pinpoint possible weaknesses that you need to give more attention to. In doing so, they will be able to provide suggestions or general feedback that will ultimately help you improve your overall service. But don’t make it too over the top that they would feel like you are nagging them.
Overall, building professional relationships online is not as simple as it sounds—but it is very much possible if you keep in mind the aforementioned factors. Most products and services companies have slower customer service, which affects the quality of what they provide. Caring for your customers is also one way to generate natural testimonials from them. Remember that pleasing your customers is a great way for a free marketing strategy. When they are satisfied or given outstanding service that surpasses their expectations, they will ultimately recommend your brand. So yes, we can improve professional relationships in the virtual world—as long as you know how to manage it with a heart.
