Ray Cooper our Client Relationship Director, joined DDC Outsourcing Solutions in 2016, bringing with him vast experience in the outsourcing sector. We recently took the time to sit down with Ray and discuss his thoughts on successful client relationship management, here’s what he had to tell us;
Maintaining customer relationships is no easy task; but if done right, it can help set your company apart from your competitors. At DDC OS, two of our core values are to be personal and consultative, taking the time to understand each client’s needs and taking their success as a reflection of our own.
Loyal customers are at the core of every business’ success; it is a well-known fact that retaining and improving relationships with existing customers is more cost-effective than gaining new customers. With that being said, maintaining a relationship with your customers is an essential part of a business strategy and should be included in every business plan. Here Ray describes 4 simple methods he feels are key to great success in maintaining customer relationships.
4 Simple ways to Maintain Customer Relationships
Be honest & set realistic expectations
If your customers are having issues with your service, provide an honest answer and don’t make promises you can’t keep. The worst thing you can do as a business is to make false promises instead of proposing a realistic and effective solution. Your customer must trust you to deliver on your promises and to have the confidence of open and honest dialogue to deal with the inevitable challenges that will arise from time to time.
Put emphasis on customer success
Customer success is a pivotal focus point for businesses. If you provide support to your customers, they will, in turn, reward you with loyalty and valuable feedback. This will help you maintain customer relationships, and establish your business as one which makes meeting their customer’s needs a top priority. The aim is to become an intrinsic part of your customer’s business and for them to recognise the value you provide to their success.
Keep in touch
Just like maintaining friendships, in order to maintain customer relationships, you need to keep in touch. For businesses, this can come in the form both regular planned review/strategy meetings and ad hoc contact with key customer representatives. This will ensure you are always up to date with their business challenges.
The objective is to stay close to the customer and be at the front of their mind. We must assume our customers are being targeted by many organisations and some could be our competitors. Key customer contact changes are potential risks and require a significant investment of time to establish if they come with competitor relationships or have different objectives from their predecessors.
Listen to your customers
Listening to your customers and their immersing yourself in their business sector is an easy way to maintain customer relationships. Following customers on social media can help identify customer issues and opportunities to provide additional support services from within your service portfolio. You may also consider the introduction of innovative new complimentary services required by your customers.