Sarah Byrd, Sr. Executive Recruiter + Account Manager
As an Account Manager at Kester Search Group, my job is to help my clients achieve their goals. With modern technology, this could all be done electronically, via CRM systems and email – but what fun would that be?
With new technologies emerging almost every day, it’s hard to imagine how anyone got anything done before cell phones and the internet came along. We use technology to increase efficiency, but if we rely on it too heavily, it’s easy to lose that personal touch. Here at KSG, we take the time to get to know our clients, because problem-solving begins with understanding.
Here are 4 simple ways to put the relationship back into your client relations:
1. Pick up the phone and dial.
More people own mobile phones than ever before, but with texting and emailing capabilities at our fingertips 24/7, it seems that fewer people actually make phone calls. Sure, you may catch someone at a bad time or you have to leave a voicemail, but most clients will appreciate that you are willing to give them your time for a live conversation.
Emails are still perfectly acceptable for daily communications, and they are great for referencing back to. However, so much is lost in translation via email and other forms of electronic communication, that it helps to hash things out live once in a while.
2. Meet face-to-face.
Whether it’s around a conference table or out of the office grabbing coffee or lunch, set a date and make it happen! Surprisingly, a majority of communication is through nonverbal cues, such as gestures, facial expressions, and tone of voice. If you never see someone face to face, you could be missing out on a lot of understanding from both sides.
A face-to-face also demonstrates to your clients that you value them. You have made an effort and taken time out of your day to invest in them and their business. Trust me, that does not go unnoticed.
3. Use a pen.
Call me old-fashioned, but I love getting a handwritten note. It’s called “snail-mail” for a reason, so don’t use this method for everyday business correspondence, but when it comes to saying thank you or sending a personal note, dust off the old pen and dig a stamp out of your junk drawer.
Very few people in the business world take the time to do this, which is why it’s such a nice surprise when your client gets one!
4. Be personable and get personal.
With any form of communication, it can do more harm than good if you are unpleasant. Always have a positive attitude and demeanor, but know your audience. If you are meeting someone who likes to chit-chat, be prepared to do so. If you are calling someone who likes to get down to business, be ready to jump right in so you don’t waste their time.
In most cases, it is perfectly acceptable to get to know your clients on a personal level, but that does not mean a game of 20 Questions. Most people will share details about their personal lives unprompted, so it’s more about being a good listener and engaging in the conversation. If your client mentions their kids, ask their names. Next time you two speak, ask how little Johnny and Katie are doing, and your client will be impressed that you remembered!
As you can see, none of these modes of communication are new or groundbreaking. Before smartphones, video calls, and instant messaging, communicating via phone and face-to-face were your only options.
While we should all embrace technology as a tool to propel our businesses forward, we have to remind ourselves that technology is just a tool, and it can never replace the value of human interaction.
Mix in these methods and put yourself a step above your competitors. Your clients want to foster long-lasting, mutually beneficial relationships with you, not your smartphone.
