The people you hire aren’t just responsible for creating quality products or services, they also become representatives and ambassadors of your company. Client relations is one of the most important aspects of running a business, especially when handling B2B directed services. Hiring practices and training sessions will influence how well your staff members interact with clients. Read on to learn how to optimize your staff to handle client-facing communications:
Hire the right candidates
The quality of your client relationships begins with the people you hire. It would be a huge strain on resources for upper management to handle all client communication or even monitor every message that gets sent back and forth. That’s why you need staff members who have an innate sense for positive communication. When hiring new employees, you can implement personality assessments to determine if candidates are right for the task. With Global HR Research, you can use diagnostic testing early in the hiring process so that you can focus on the candidates with the right skills for the job. The earlier you use these tests, the better, because you eliminate applicants who lack the demeanor your company demands for client communications.
Schedule review calls
It can be tempting to view a quiet client as a satisfied client. FreshBooks reported that this isn’t always the case, and the best way to actually determine client satisfaction is through scheduled review calls. At best, your employees have a quick and pleasant chat with their clients. Otherwise, they can feel out pain points, assess risk and create an action plan. Quarterly reviews work well to determine large-scale goals, but more frequent reviews can serve as quick checkups for satisfaction. Even if projects are moving along smoothly without constant communication, it can be beneficial to schedule a quick weekly or monthly call in order to meet all of the client’s needs.
Schedule review calls to assess client satisfaction.Schedule review calls to assess client satisfaction.
Focus on problem solving
As TechRepublic noted, clients hire vendors to solve problems that they are unable to handle themselves. The more problems your company is able to solve, the better your relationships with clients will become. It’s important to train your employees to think like problem solvers. Even if clients are coming to you with cut-and-dry problems, your employees should be on the lookout for ways to provide improved, optimized services and support. A helpful email or call from your staff may be just the pleasant surprise your clients didn’t know they were looking for.
Perform in-house risk assessments
It can be easy to assume a long-term client is completely satisfied with the services or products your provide them. After all, if they’ve been with you for years, why would they be unsatisfied? Thinking like this could be a mistake, however. If you don’t want to get surprised by a sudden contract termination or a failure to renew a contract, you should perform in-house risk assessments with your staff members. A few times a year, your team should get together to discuss clients and work out ways to improve service and assess satisfaction.