{"id":24302,"date":"2021-12-07T08:00:06","date_gmt":"2021-12-07T14:00:06","guid":{"rendered":"https:\/\/taxprocenter.proconnect.intuit.com\/?p=24302"},"modified":"2021-11-08T10:09:34","modified_gmt":"2021-11-08T16:09:34","slug":"ways-to-improve-client-relationships-and-grow-referrals","status":"publish","type":"post","link":"https:\/\/accountants.intuit.com\/taxprocenter\/client-relationships\/ways-to-improve-client-relationships-and-grow-referrals\/","title":{"rendered":"4 ways to improve client relationships (and grow referrals)"},"content":{"rendered":"

Relationships, relationships, relationships. Much like how location influences property value in real estate, solid relationships impact business success. Yes, you need solid marketing and effective sales. Sure, systems and processes matter. Certainly, you must deliver excellent services or products.<\/p>\n

But, while each of these aspects of your firm matters, one of the greatest drivers of business success is the connection to other people.<\/p>\n

Relationships within a business can be defined in three core spheres:<\/p>\n

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  1. Network relationships:<\/b> Colleagues and business connections that open opportunities and help get things done.<\/li>\n
  2. Internal relationships:<\/b> Employees and contractors who help the business run<\/li>\n
  3. External relationships:<\/b> Clients who benefit from your services or products.<\/li>\n<\/ol>\n

    Each sphere matters. Greatly. In this article, we\u2019ll focus on external relationships with clients who put their trust in you to deliver quality service. Solid relationships can lead to inbound leads via referrals<\/a>, happy clients who evangelize your awesomeness, a long list of testimonials and online reviews<\/a> that make it easier to win new clients, and a sense of satisfaction as you delight your clients over and over again.<\/p>\n

    I\u2019m sharing my personal experience from running a service-based small business for nearly 13 years, as well as insights I\u2019ve gleaned working closely with CEOs and top executives in mid- to large-size companies ranging from valuations in the millions to $1 billion. While these tips are scalable depending on your business stage, I\u2019ve targeted them to solopreneurs, small business owners, and leaders.<\/p>\n

    1. Systematize all things<\/h2>\n

    I can\u2019t emphasize this point enough. No matter the size of your firm, systems matter because they enrich relationships. Whether your systems are visible to them, they\u2019ll feel it. You\u2019ll also feel less overwhelmed, and better able to meet or exceed expectations.<\/p>\n

    I recently benefited from a quality system when I was looking for a subcontractor to work on a project with my team. I submitted a form on her website, and she got right back to me with a link to book a call. After the call, she sent me a proposal through an automated system that made signing and paying the deposit easy. Her process felt organized, and boosted my trust in her ability to deliver the quality I needed on the project. And yes, I did end up hiring her!<\/p>\n

    What do I mean by systems in relation to client experience? Put simply, a system is a standard process for workflow, usually accompanied by checklists and documentation. It might sound like a big undertaking to create templates and track every detail of a project, but it doesn\u2019t have to be. Start where you are by creating responsive systems. Create a new template as you deliver on a project, and then continue to tweak the template with future clients.<\/p>\n

    Examples of processes that can be systematized include discovery calls, proposals, deposits, invoicing, payment, client onboarding, client projects, client communication, updates and reporting, project delivery, testimonials, client celebration (sharing client successes with their permission), and more.\u00a0<\/span><\/p>\n

    2. Be proactive and clear with your communication<\/h2>\n

    One of the most important currencies in relationships with clients is trust. If you are in a field that requires longer work periods for deliverables, clients need to hear from you often. You should never\u2014and I repeat never<\/i>\u2014get an email from a client that says something like, \u201cJust wondering how the project is coming along.\u201d<\/p>\n

    I learned this early on in my business when I transitioned from editing to ghostwriting books. When I first started writing books for clients, I would retreat into what I call my \u201cwriting cave,\u201d only to emerge when the draft was complete and ready to send to the client. While I communicated with my clients, gave them a clear delivery date, and updated them every couple of weeks to assure them everything was going well, I realized I was missing an opportunity to build trust and a relationship during the writing process. Now, my team and I aim to update clients weekly, set monthly calls to stay in touch, answer questions about the book or publishing, and build a solid foundation for the rest of our work together. Today, I have strong relationships with clients that far outlast the time we work together.\u00a0<\/span><\/p>\n

    Here are some tips for developing solid communication:<\/p>\n