FORT MYERS, FL – OCTOBER 18th, 2022 – Maintaining your clients’ happiness should be a top priority in any business, whether it be retail, law, marketing, food, or finance. The job of satisfying clients shouldn’t fall squarely on those in customer service: the whole organization must collectively invest in achieving this goal.

“Creating a positive client experience is key to scaling your business and building trust within your industry. Happy clients turn into advocates, which is how word-of-mouth connections grow along with your business. This is true no matter the size of the company or industry in which it operates,” says wealth management expert Mark Robert Salem.

Mark Salem, who helps his clients navigate a variety of financial strategies to achieve their fiscal objectives, outlines his top three tips for successful client management.

Open Lines of Communication

Maintaining and encouraging an open line of communication helps in building trust with clients, in addition to positioning you as a trusted advisor. No matter how big or small the issues, clients should be able to come to you with any relevant issue and trust that you will help resolve it in the most effective manner. 

“Communication is a two-way street,” Mark Robert Salem explains. “Communicating the bare minimum will not build trust. You need to keep your client looped into the things that impact them most and encourage them to reach out to you with any issues or questions. This will help to break down any trust barriers and build your credibility as a valued advisor.”

Open communication should begin at the very first interaction with the client, when they express their pain points and the service provider offers solutions. This type of exchange should continue as the relationship progresses, with the client having access to the project and the service provider keeping the client in the loop on pertinent matters.

“Clients appreciate effort put into keeping them informed. It shows that their needs and goals come first,” Mark Robert Salem explains.

Understanding Needs and Goals

Along with open lines of communication, putting effort into understanding clients’ businesses and accompanying needs and goals is an important approach to keeping clients happy.

“Take the time to get to know your client to determine the best solutions to their pain points. Since every client is different, one set of solutions will most likely not work for others, so invest heavily into gaining an intimate understanding of their business, their needs, and their goals,” Mark Robert Salem points out.

Doing this not only gives clients confidence that their needs and goals are being met, they are also more likely to feel the need to reciprocate these efforts with loyalty and referrals, thus further building your credibility within the space.

Have a Unique Approach

It’s a fact that each client is unique, so every client, to keep them happy, requires a unique approach.

“When the same approach is implemented on projects of different clients, it’s going to cause problems. Clients will doubt the ability of the company to innovate and its preparedness in dealing with issues that might come in the future,” Mark Robert Salem explains.

Taking a bespoke approach by finding the right problem-solution fit, implementing a well-thought out plan, and keeping in mind that each client has unique needs and goals will contribute towards maintaining client happiness.

With the right approach and maintaining open lines of communication, clients will be all too happy to discuss their needs and goals, which in turn opens up even more ways to improve client satisfaction.

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