10 Ways to Improve Client Relationships

One thing is true for all consultants:  If we have any work, we have clients.  And, one of our most important roles is to maintain and enhance our relationship with them.  Preserving those relationships is good for referrals and future business, as well as making the time spent on the project more satisfying.  Here are 10 suggestions to help you foster those important business relationships.

1.  Have a clear contract with your client:  It’s critical to have a clear understanding up front with your client about what your role is and isn’t.  You and your client should know when the project will be over and how you will measure success.  The better the client understands your role, the better they’ll feel about paying the bill.

2.  Get to know your client better:  All relationships are better when the individuals involved take the time to know one another.  Learn the client’s interests.  The fact that they like gourmet French food, exotic candies, or the Oakland Raiders is information you should know.  You will spend many hour with the client during the project so think about how you would like to be treated and then reciprocate.

3.  Ask more questions:  When we ask questions, we understand situations better.  Make the time to ask your client how they feel and how they think, and let them share their observations regarding the progress of the project and your performance.

4.  Be willing to say no:  In many cases, clients ask us to do things beyond our capabilities or interests.  When these new requests are outside the contract agreement, don’t be afraid to say, “I’m just not the person to perform that service.”  Don’t automatically say yes just because, “The customer is always right.”  (Please refer to yesterday’s post:  #10) 

5.  Be willing to say yes:  After weighing the opportunity the client offers you, say yes to the jobs that are within your capability but will require you to work a little harder than usual.  The client will be grateful and you will expand your skill set.  The more work you do on the client’s behalf, the more valuable you become. 

6.  Be a problem solver:  Clients hire consultants to help them solve problems.  The more problems we can solve, the better.  Sometimes our activities allow us to see things that can be helpful to the client.  Weigh the opportunities, and when appropriate, help out.

7.  Keep your distance:  Therapists say you can’t help the family if you are a part of the family.  This is true for consultants as well.  We do become more valuable the more we work for an organization, but we need to keep our role clearly defined.  Even as we build relationships, we need to be diligent about keeping distance so we can continue to provide valued “outside” expertise and advice.

8.  Stay focused:  Staying focused on your contract and on your deliverables is the best thing you can do to maintain and build your client relationship.  When we deliver what we say when we say we’ll deliver it, we build our credibility.

9.  Be a learner:  Being a learner means being open to new approaches and looking at each project with fresh eyes.  Few things will turn off a client more than if you immediately snap to a solution, assuming that their situation is “just like” five others you have seen.  There are always nuances that will make a difference. 

10.  Work at it:  Recognize that the client relationship is part of the job.  Managing that relationship and all the key stakeholders will make you more successful in the current project, enhance your chance for future work, and build your reputation in the entire industry.