Too many beginner agents invest all their efforts into growing their client pool but neglect the relationship development that makes their pool sustainable.
Fortifying client relationships is how you give your pool depth. As you invest in your clients and aid them in their growth, you’ll find that the personal and professional rewards will multiply.
Though each client relationship is unique, the right questions will help you deepen and fortify your professional interactions with them.
Here are five questions to get you started.
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Do I Clearly Understand My Customer Needs?
Today, customers have access to a massive collection of information at their disposal. Despite the amount of information, these customers may lack the expertise to apply to knowledge their business. This is a huge opportunity for brokers.
To offer value to customers, the formula is simple:
- Identify a customer’s needs
- Find relevant information to help solve their issues
- Watch as the relationship increases
To gauge how effectively you are providing value as a broker, frequently assess if the benefit you are providing is exceeding the cost you are incurring to your customers. If your benefit is not exceeding your incurred costs, continue to provide additional value until you do.
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Do I Know What Pain Points Typically Arise for My Clients?
Nothing will thrill your clients more than solving their problems without request through strong business acumen and industry knowledge.
You must know your client’s most recurring pain points to fulfill this essential client service function.
You can inquire about a client’s recurring pain points when setting expectations after a service is completed or spontaneously.
After collecting this information, identify the problem before the client is aware. For example, if shipping delays frequently plague a client due to poor weather in their area, evaluate weather patterns before a shipment is dispatched and advise accordingly.
As clients rely on your proactive communication, insights and ability to provide ongoing value, they will find little incentive to leave.
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Do I Clearly Understand My Client’s Preferred Method of Communication?
After setting expectations, agreeing on how communication will be held is critical.
A common tragedy occurs when a service provider endeavors to provide outstanding service, but the client never knows it because they are emailing a dead address, etc.
Service will quickly lose its meaning when communication is difficult or impossible.
At the beginning of the relationship, ask your client how they prefer to receive updates from you. Ask them:
- What medium of communication do you prefer? Text? Email?
- How do you like to receive communication? Quick and to the point, or do you prefer that the relationship be more personal?
- How often do you like to receive updates?
- Are there any days I should try and avoid communication?
These questions will set the stage for a tailored, meaningful client relationship and ensure that someone receives your messages.
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Do I Have a Means of Regularly Receiving Feedback?
It is possible that a client may never, of their own volition, express dissatisfaction with your service. They may become silently frustrated and eventually leave.
To prevent unresolved dissatisfaction, provide your clients with a way to provide feedback. A few opportunities may include:
- Directly asking for feedback
- Leaving a link in your web signature to a survey
- Schedule periodic feedback survey emails
- Evaluate feedback via social media
By making a channel for feedback accessible, you can service clients more effectively and increase satisfaction.
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How Often Do I Refine My Processes to Meet Client Expectations?
As market conditions change, processes can gradually become antiquated by no provider’s fault. To continue to provide superb service for your clients, it is essential to refine your processes periodically.
Modifications to your processes will be most effective in response to client feedback. Using the previously described channels, include questions related to your current processes in feedback surveys.
Once you’ve noted sufficient demand for change, implement new processes quickly. Notify your clients before, during, and after the implementation. Repeat the cycle regularly to keep your processes helpful and relevant.
Fortifying client relationships is one of the most lucrative and rewarding parts of owning a business. By asking yourself questions about client expectations, communication, and processes, you can increase the longevity of your client relationships and cultivate your business.