How to Impress your Clients

If your business relationships are going to work, your clients have to like you. If they feel comfortable with you, you’ll be on solid ground; a good rapport reduces the likelihood that you’ll get into difficult client situations. When you invest in a relationship any relationship the value of that relationship increases and it becomes more likely to bear fruit. So, once you’ve found awesome clients who are fond of you and your work, go the extra mile to ensure their loyalty and esteem. Here are a few ideas to get you started.

1. Don’t Neglect Them

No one likes to feel forgotten. Your clients want to know they can rely on you, now and in the future. Sometimes we forget to stay in touch with clients,

Be in touch with your clients a couple of times per year at least, regardless of the type of work you did for them. Holidays provide a good opportunity to show customers that you remember them, and you can combine a couple of work-related matters with a friendly "best wishes" email or phone call. Ask about their current projects and whether they have needs or problems. You can advertise your services.

Occasionally contacting your clients will remind them that you’re still active and available, but above all, it will make them feel that you enjoyed working for them — enough to send a greeting and to touch base.

2. Predict Their Needs

Working online makes one aware of what clients need to enhance their web presence. You can suggest marketing ideas that a customer couldn’t think of on their own: if you’re creating a website for someone, ask whether they’d like a newsletter or a mailing list, too. If you think their business will grow, propose adding an e-commerce service. If you’re designing a new logo for someone and you notice that their website looks unprofessional, let them know that redesigning it could help — and that you can do it for them. They’ll see that you take their advertising strategy seriously, and a thoughtful response will speak to your professionalism and experience.

3. Follow Their Activity

Sticking to your client’s work schedule will help you to both keep in touch with them and predict their future needs — so it’s tied to the two practices we just went over. 

Track your client’s business activity indirectly via social networks, for example or directly by contacting them and asking about their progress. A combination of the two is optimal; it’s accommodating and not intrusive. Also check the overall activity of the market sector your client operates in; get a general idea of current trends so that you can contribute to business conversations.

4. Don’t Make Them Wait

Ever been disappointed when you were expecting, say, an important package that had a specific date of when it would arrive? That’s how your clients feel when they send you a request (an update, question or suggestion) and you reply a few days later. Sometimes we slack a little after delivering the goods, especially if we’re the ones maintaining a website.

If someone sends an update to be posted on the website, upload it within 48 hours — that’s the general rule. A similar rule exists for customers who face technical difficulties: if a client contacts you by phone more than once within a few hours, it means they are going through what they consider to be an emergency, and you should get in touch with them as soon as possible.

5. Grant Them Privileges

Awesome clients should be rewarded for their cooperation and constructive criticism. If you’re interested in establishing long-term relationships, inform your clients of the ongoing benefits that come from collaborating with you.

Offer discounts to those who choose your services a second time.

Be understanding and flexible with your pricing and payment methods for clients who have always been punctual with payments and trusting of your ideas.

Offer freebies to customers who have stayed with you for a long period of time — perhaps a new banner, a website enhancement (like a new design for the photo gallery) or a free domain name renewal for the new year (it’s timely and low-cost).

Let them know they’re at the top of your list and that you cater to their needs first. Appreciating good customers will benefit your relationships, build trust and serve as a marketing gesture.

If you can’t handle your disappointment or channel it appropriately, you’ll miss opportunities for collaboration. You’re allowed to be a little cautious, but remember that the client has to trust you and your skills first; don’t be afraid to show off your best attributes and client-management tactics.