How To Build Successful Client Relationships In Difficult Times

In many ways, humans are just like plants.

Plants flourish best when their need for nutrients, water and light are met. Yet each species of plant has its own particular needs: a cactus needs far less water than a rhododendron, and a tomato plant loves the sunshine whereas a fern grows best in the shade.

Humans also have needs, both shared and individual, that must be met in order for them to thrive. In these challenging times, many people have, understandably, looked inwards towards their own people and issues in order to ensure that their needs are met. However, this can mean that we neglect the very people who can provide the sales to help our organisations bounce back from crisis – our clients and customers.

Clients are humans too. Are you understanding and tending to their individual needs and requirements?

In difficult times, decisions often take longer, and clients seem less willing to buy (although in the case of loo rolls and hand gel, this was not the case!). Just because your clients don’t want to buy from you right now, doesn’t mean you should ignore them. In fact, it is a brilliant time to show your clients empathy and care, perhaps giving them services for free or just acting as a sounding board on work and/or personal issues.

If your clients and customers know you care for them as human ‘beings’ and not just human ‘doings’ then, when they are ready to buy from you again, you will be top of mind and front of the queue.

Even with no commute to the office, many people report being busier than ever. This means that you need to be more strategic in where you spend your focus, time and energy with regard to building strong client relationships.

Targeting people with the right levels of interest and influence and using superior networking techniques to win new business is key. In times of threat, people do not buy from you unless they trust you implicitly – otherwise the added uncertainty just magnifies the threat.

Showing clients that you do have the skills and experience to do the job, that you will definitely deliver what you both agreed you were going to deliver and that you actually care about them as a human being is of paramount importance.

If you are putting short term wins ahead of showing empathy, care and building trust you might actually suffer once market rebound begins.

In our webinars, virtual leadership workshops and executive coaching, we use insight, tools, and frameworks to show why building connection and trust in challenging times is more important than a product or service led approach. We help people to step inside their clients’ shoes to enhance their understanding of personal and professional pain points. We also challenge and support you to use technology as an enabler to build strong relationships quickly when you can’t meet face to face.

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