Even the best relationships run into bumps along the way, whether it be a misalignment of expectations, changes in leadership, or financial difficulties. How do you identify and address these red flags, and successfully repair a difficult situation?
Gail Phillips, CAE, is Senior Vice President at Organization Management Group (OMG) and knows a thing or two about client relations. Recently she gave a talk to a group of association management company representatives at the AMC Summit hosted by the Virginia Society of Association Executives (VSAE) and shared some tips for great client relations.
“It’s always better to work on great relationships with your clients rather than trying to fix a bad situation or misunderstanding,” explained Gail. So how can you better your chances of a great, ongoing relationship with a client? “Communication is key”, she said.
For example, she says that surveying your clients regularly is hugely important. “At OMG, we survey our clients annually with a set of very comprehensive questions to get a good read on how they feel about our service,” she said. “It’s invaluable information for us and gives the client an opportunity to give us feedback on things they’d like to see us do better.”
Other ways that great client relationships are formed is through setting expectations in writing and sharing with all involved so that everyone has clarity. “We also encourage regular phone or web meeting check-ins with our clients and making them accountable for giving feedback. That way we can meet issues head-on,” she added. Then, she says, be sure to take notes when discussing outcomes that are desired by your client and sending copies to them and retaining them in your own files.
But sometimes things don’t always go as smoothly as you’d like –what then?
“Always keep the discussion positive,” added Gail. “Maybe you need to set specific KPI’s (Key Performance Indicators) with your clients. Come up with a timeline to get the issue addressed and keep the lines of communications open. Let your client know you care, and make sure that their expectations are clear to you and your staff.”
And while formal surveys are great for generating feedback, it’s also important to discuss any issues with a client as soon as you become aware of them. “There are always tough conversations that come up along the way while working with any client,” she advised. “You’ve got to take care of any misunderstandings immediately, meet regularly with staff to discuss any rising problems, and support them with these hard discussions.” At the end of the day, great client relationships are built around communication and a strong partnership.