How to Improve Your Customer Relations in Business: A Guide

No matter how much business experience and acumen you have, how good your product or service is, or how much value for money you can give, if your customer relationships aren’t up to scratch, then you risk losing valuable business. Customers and clients are what keep your business running and earn you a profit – which means any focus on improving the relationship between your business and its customers is always going to be valuable time spent.

Not to mention that business shouldn’t be simply about providing a service and earning a profit with no interest in customer interaction. Hearing positive feedback and that your product or service has truly affected a customer in a positive way is a rewarding experience for any business runner, and reminds you why you do what you do.

If you’re looking for ways to improve your relationships with customers, as well as how to handle customer information in a more effective way, let the following guide help you.

Customer Relationship Management Systems: Why are they Important?

Customer relations aren’t just about how you choose to speak with and deal with the customers of your business (though, of course, that’s important). Having an official system in place, known as a CRM system, means you have a surefire way to always provide the best for your customers – as well as making it easier on the business itself.

Customer Relationship Management systems can include:

• Digital software to manage customer information easier
• Secure software to safely store customer information
• How you choose to interact and communicate with your customers, whether through digital means or otherwise
• How your business processes customer orders or services, from starting point to finish

Proper Customer Relationship Management systems can complement any job position in any sector, and they should go hand in hand with any business process in order to provide your best service in an effective way. Click here for more information.

Why are Customer Relationships Important in Business?

Here are just a few reasons why concentrating on positive customer relationships is beneficial for your business, no matter the sector.

1. Positive customer reviews are some of the best ways for free marketing for your business. Word of mouth recommendations from satisfied customers, as well as positive reviews which you can display on your website and social media channels, will help draw in new customers, as well as help them to be convinced that your service is worth having.
2. It will be easier for customers to overlook mistakes. Mistakes are bound to happen in business, through no fault of your own. It may be a loss of digital information, a problem with technology, or a shipping delay. Having a positive relationship with your customers means it’s more likely that they will be more forgiving for any delays or mistakes, as long as you handle the situation in a positive and professional way. If your customers don’t have any relationship with you whatsoever and mistakes happen, they are more likely to simply seek a better service elsewhere.
   
3. Loyal returning clients. A large portion of your profit should be generated from loyal clients who provide repeat sales. This can often be a more worthwhile moneymaker than constantly trying to attract new clients and sales. The better a personalized service is, with stronger, positive relationships, the more likely it will be that you build a loyal client database and procure solid customers for a longer duration.
   

Looking to Improve Your Customer Relationships? Here’s How

It’s already been mentioned that having a dedicated CRM system in place is the ideal starting point for nurturing your client relationships. Here are some other surefire ways to improve your business-customer relationship.

Don’t Neglect the Importance of Communication

Always put yourself in the shoes of your client and customer. Wouldn’t you like to be notified regarding the necessary steps during the process of a sale? It can be as simple as an email with an estimated delivery time, a confirmation email to confirm that an order has been successfully placed, or a welcome email if a new customer has signed up for the first time.

Communication is even more relevant during times of difficulty or delays. If there is a problem with a customer’s order, they need to be notified and kept informed every step of the way. You shouldn’t hold off on informing your customer regarding the situation, as this lack of contact can risk the increase of negativity.

Furthermore, ensure that all relevant channels of communication for your business are always open. Customers should feel secure that they have various methods to contact you whenever they need to. This could be:

• Active social media profiles
• Direct messaging via social media
• A contact form on your website
• An active email address
• A relevant telephone number
• A relevant business address
• Live chat

Make Terms and Conditions Clear from the Start

It may be as simple as putting an estimated shipping time on your eCommerce website, or outlining payment terms and conditions before a sale is made. Always make terms and conditions clear from the start, or provide clear contracts from the point of sale, to always make sure that you and your customers are working on the same terms and to avoid discrepancies or confusion.

Go the Extra Mile

Your business may always have performed the way it should, provided an excellent service, and done exactly what it always promised to do, for every customer. That doesn’t mean that your work is done. You can always make a little extra effort with customers for a personalized service, and go the extra mile when needed. If there is ever any way you can make sure your client receives an exceptional service instead of simply a good one, then you should strive for that.

Customers will always remember when you made extra effort to help them.

Know When to Compromise

While it’s commonly said that the customer is always right, there may be times when you need to say no. It’s important when forming important, positive relationships that you know when to give more to your customers and negotiate with them rather than working against them, however. Customers will appreciate you moving things around and negotiating when needed, rather than refusing to change the rules of your business in order to accommodate them. If you can compromise to help them, then try to do so.