In the world of business, relationships are the cornerstone of success. Building strong, genuine connections with your clients can transform one-time transactions into lifelong partnerships. Most people are surprised when I tell them that BlackRock is one of my long standing clients since I initiated my business. The relationship initially started by being referred to the MD of Product and Product Marketing to support him with some Agile Project Management Delivery work. What he didn’t know at the time was all the other ways I could support him, and what I didn’t know at that time was that the initial relationship I built would result in 10 years of business and millions in revenue over the years.
With all client interactions, I focus on how best I can serve them, and I am also detached from the outcome. I just want to add value the best way I know how. I happened to build services that grow with them. I ask, how else can I add value. I listen. I assess if the additional services needed is something I can fulfill for them or have a partner that can service their needs. It’s relational.
Here’s why being relational is crucial in your client building and sales cycle:
Trust and Loyalty
When you prioritize relationships, you build trust. Clients who trust you are more likely to stay loyal, refer others, and continue to invest in your services. Ask questions like, "What are your long-term goals?" to show you care about their success beyond the immediate needs. Meet the immediate need with a proposal that gets you started, then re-engage in the conversation of how you can help them succeed in the long term. Continuously add value, and it will build the trust and loyalty you need to build a lifetime client.
Personalized Experience
Understanding your clients' needs allows you to tailor your approach. By asking, "How can we best support your vision?" you create a personalized experience that resonates deeply. This not only enhances satisfaction but also increases the likelihood of repeat business.
Feedback Loop
Maintaining an open line of communication for feedback allows you to adjust and improve your offerings. Regular check-ins, such as asking, "What can we do better?" show that you value their input and are committed to evolving with their needs.
Emotional Connection
People buy from people they like. By being relational, you create an emotional connection that can outweigh purely transactional interactions. Celebrate their successes, acknowledge their challenges, and always show genuine interest in their journey.
Being relational isn’t just about making sales; it’s about building a community around your brand. When clients feel valued and understood, they become not just customers, but advocates and partners in your success. Majority of my business has been referral based, which is the highest compliment a client can pay. It means they are beyond satisfied with your services that they are willing to share you with others. If your clients are not referring you to others in their network, I would suggest getting more relational, and less transactional in your sales tactics.
Quick Evaluation Steps to Take to Further Service Your Clients:
Focus on questions that deepen understanding and foster genuine connections. Here are three powerful questions:
1. "What are your client's long-term goals and how can you support them in achieving these?"
This question helps you align your services with their vision, showing that you’re invested in their success beyond the immediate transaction.
2. "How do you currently gather and act on client feedback?"
Understanding their feedback loop can reveal opportunities to enhance the client experience and demonstrate your commitment to continuous improvement.
3. "What personal and professional values do you share with your clients?"
Identifying shared values can strengthen the emotional connection and build a foundation of trust and loyalty.