Why You Need to Make Client Communication a Top Priority

You can only stay in business if you have clients, therefore the relationship you have with them is vital to your long-term success.

To nurture and build solid relationships, you need to have an effective client communication process.

What is Client Communication?

Client communication is about building trust between you and your customers. It’s about showing transparency in all your communication efforts, so you can have a strong relationship with them.

It goes beyond just providing your services. The aim is to keep clients informed, so they never have to be concerned about whether they’re receiving what they paid for.

If you want your company to succeed, you must learn to communicate well with your customers.

What Are the Risks of Poor Client Communication?

If you don’t practice good communication, the risks include:

  • Losing customers.
  • Receiving complaints and negative reviews.
  • Having to explain yourself repeatedly.
  • Not getting paid on time.
  • Being unable to provide the service you promised.
  • Becoming frustrated and stressed out.
  • Having your integrity and commitment questioned.

If you want to protect your reputation, you need to pay more attention to your communication efforts.

According to 2021 statistics, the cost of poor marketing communication stands at $62.4 million per year.

Why is Client Communication Important?

Here’s why having good client communication practices is important.

1. It can lead to lost revenue if not done well

If you don’t communicate well, it can lead to missed opportunities, no referrals, lost sales and even lost customers.

Effective communication is important, so clients understand what’s going on and how it affects them. This will help maintain customer loyalty and ensure repeat business.

2. Your clients expect to hear from you

All clients favor transparency. When they’re kept informed, they will feel valued and appreciated.

When you provide updates and let them know what’s happening, they will respect and trust you more.

They have questions and want problems solved. When you provide information that applies to them, they will appreciate the fact that you’re listening to their concerns, which will give them confidence in you and also show you care about them.

3. Not all clients act as you expect them to

Everyone has different expectations or preferences. They expect things to happen on time.

If they aren’t kept informed, that can cause confusion and frustration. If you come across as not being open and honest, people might take out their frustration by being rude or disrespectful.

When Your Interlocutor Is Rude. Image powered by Nimbus Platform

4. Your clients are busy and have other important things to focus on

Not all clients want to talk to you. They are busy and have other priorities, responsibilities and commitments.

You need to remind them of the value you and your business provide, so they don’t question whether they’re getting value from you.

5. Your clients want to save money

People will always look for opportunities or reasons to save money. You don’t want to give them a reason to lower your prices by providing a poor service or product.

If you show them the value they’re receiving by spending their money with you, they’ll appreciate the convenience and savings.

6. Your brand reputation is at stake

The reputation and image of your business plays a part in attracting new customers. If you don’t communicate well with your existing customers, this can tarnish your reputation and generate bad publicity.

One of the best ways to get referrals is to provide excellent service to your customers. This will make them want to give you referrals.

7. You can manage expectations better

An important aspect of communicating is to clearly articulate what you’ve agreed to provide. Clients should know exactly what they’re paying for and what they’re getting.

When they’re informed about what you’re going to do and when you’re going to do it, you will reduce unexpected surprises.

Part of managing expectations is to set boundaries and ensure they’re respected. It’s not uncommon for people to try and take advantage of others and attempt to get more than they’re willing to pay for.

When you’ve set clear expectations, it’s a lot easier to say “no” to requests you’ve not agreed to, which clients are willing to pay for. This will help avoid conflicts and ensure you maintain a good relationship with them.

8. You can improve customer satisfaction

Clients who are kept updated regularly are more likely to be satisfied with your services and products.

Many businesses focus a lot on acquiring clients, and once they get them, the level of service they provide can decrease.

When you stay in touch with your clients and exceed their expectations, they will be satisfied and are more likely to provide positive reviews and referrals.

Client Communication Tips That Always Work

When you create a plan or have a process you follow that supports your business objectives, you will establish a solid foundation for a long-term relationship. It will also help your marketing teams have a consistent approach when dealing with clients.

Here are tips that will help optimize your communication efforts and provide a high level of customer service.

1. Know your audience

Tailor how you communicate according to your client’s preferences. Factors you need to consider include:

  • Frequency — how often you communicate.
  • Mode — the tool you use when sharing information.
  • Method — the type of communication you use, whether it’s email, text, chat message, video or voice message.
Your Content Tries to Make It Into a Target Audience's News Feed: Let Me In. Image powered by Nimbus Platform

2. Be proactive

This means getting ahead of any issues and avoiding last-minute surprises. Things always go wrong. You will experience setbacks, which will lead to delays.

Most clients will be okay with delays if they’re informed well ahead of time. This will allow them to create contingency plans with their teams.

3. Avoid using insider language

All businesses have an internal language that’s relevant only to them. This can include acronyms, project names or internal processes.

Unless it’s relevant to a specific client, avoid using jargon or language that will not make sense to them.

4. Listen more than you speak

When having an in-person or virtual meeting, ask open-ended questions and listen carefully.

Clients have great ideas that can help your business improve. Use active listening techniques to pay attention to what’s being said.

Follow the golden rule, “Seek first to understand then to be understood.”

5. Do not interrupt

Many people do not listen actively because they’re figuring out in their mind what they want to say next.

This can cause them to interrupt a client before they finish speaking. This is something you must avoid.

Allow them to speak and give them plenty of time and space to share what’s on their mind. They will ask questions, and that’s your opportunity to speak and share what you need to.

6. Maintain your professionalism

With some clients, you may have more of a personal relationship. In such cases, you can have fun, share jokes and be more personal.

With others, it’s strictly business. This is another reason knowing each client well is important because you will have a better idea about the best way to communicate with them.

When someone shows their frustration, maintain your composure. Be polite and show your professionalism. Take nothing personally, because it’s never about you. They just want to receive what they expect.

7. Relax and smile

Whenever you smile, it makes you feel better and also has the same effect on others.

If a client is having a tough day, a smile can help them relax and not take things too seriously.

Smiling will also help you stay positive if you’re experiencing a stressful situation.

When Someone Says You Should Smile More Often. Image powered by Nimbus Platform

8. Ask for feedback

An effective way to keep clients engaged is by asking them for their ideas and input. They usually have valuable ideas that can help improve the service you provide.

You can formalize the process by making providing feedback or accepting requests part of your update.

If a client does not share feedback, you can help them by asking specific questions related to something they do or something they know.

9. Share what the next steps are

Clients want to know what to expect, so tell them what you are going to do.

As an example, you might say, “I will send you the data report or the marketing communication and social media plan by the end of the week.”

This will help them know what’s coming and will also give them time to prepare.

If you have promised them something, follow through.

10. Be positive and end on a high note

Clients appreciate companies that have a positive culture or attitude. A simple way you can show this is by saying thank you.

Sending a simple thank you note or email will go a long way towards maintaining a solid relationship with them.

When they know you appreciate them and value their business, they will often support you.

According to HubSpot Research, when companies offer excellent customer service, 93% are likely to make repeat purchases.

How Nimbus Platform Can Improve Your Client Communication

Want to simplify your client communication process?

Here are a few reasons to consider using Nimbus Platform.

  • You can create super pages that allow you to share various types of information on one page and set up a folder structure, along with using tags to organize your information. You can also integrate it with your favorite tools, which means you do not need to log into many other tools because you can use them within Nimbus.
  • You can control how you collaborate with your clients. Set up permission levels per use case and give clients access to only what they need.
  • Use your company branding as Nimbus offers a white-label solution. Remove all mentions of Nimbus and add your company details, which will enhance your professionalism and increase trust with your customers.
  • Take advantage of visual communication options. Use Nimbus Capture, which is fully integrated with Nimbus Note, to create visual messages, such as annotated screenshots, screen recordings and personalized videos. You can use Nimbus Clipper to save website information, clip emails and add annotated screenshots and files. Use asynchronous communication options to improve how you communicate with clients.
  • Offer personalized spaces with Nimbus Portal. Keep all your client information well-organized and easily accessible. See a demo of Nimbus Portal here.

Get started with Nimbus today. Go here to set up your account and enjoy the many benefits of Nimbus Platform.

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