Building strong relationships with business clients is a vital way to earn their trust and boost rates of reengagement. Communication is key to this, as is maintaining a policy of openness and transparency.

As well as generating repeat business, building strong relationships with clients is an effective means of bringing in new customers on the back of recommendations.

Consistent Communication

Successful CEOs – like Rob Tolley (former London broker), the CEO of Global Specialty Underwriters LLC – know that efficient and timely communication throughout a project is crucial. From the beginning, a business should make it clear to their client that they’re keen to work together to create value statements that align with the client’s goals and that these agreed-upon statements will be monitored throughout the project.

Regular check-ins are a good way to foster effective communication, at a frequency that works for both the business and the client. These should incorporate project updates and act as an opportunity to raise any questions or address any issues that have come to light.

Develop an Onboarding Process

Once a business has secured a new client, having a consistent onboarding process can help to lay the foundation for seamless execution and clear communication. This onboarding process could include, for example, a welcome kit that’s sent to the client and ensuring that all necessary parties have access to the dashboards, tools and accounts needed. A kick-off meeting, with perhaps a more informal atmosphere, is also a great way to get things started.

Maintain a Solution-Oriented Approach

When it comes to strong client relationships, maintaining a solution-oriented outlook, even when something has gone wrong or a mistake has been made, can set a business apart from others. To promote this approach, address any issues that arise immediately, remain calm, apologise if necessary and offer solutions to the problem, consulting with the team first to strategize where appropriate.

The Importance of Asking for Feedback

Requesting and receiving feedback from a client at the end of a project is an invaluable opportunity to identify areas where a business can improve. This also sends a clear message to the client that their opinion is appreciated.

Creating a survey or questionnaire to send to clients is an effective means of capturing feedback, and sending a note of thanks upon receiving a completed feedback form further demonstrates to the client that their time is valued.