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A business is nothing without trust. This, of course, encompasses trust between direct colleagues, but it's equally applicable to trusting, honest relationships with long-term customers and clients.
These kinds of relationships lead to regular work, regular referrals, and a continually healthy and conflict-free work environment.
How do you build client trust? We've broken it down into 'The Four Cs': Communication, Cooperation, Consistency and Care.
1. Communication
Communication is the foundation of any positive working relationship. Good communicators:
Respond promptly
Set parameters and boundaries early on
Offer clear, concise answers to queries
Speak honestly and politely
Are patient and understanding
Take on and positively respond to feedback
2. Cooperation
Client work should be a collaborative, supportive experience. In order to produce the best possible end result, both parties should be cooperative and helpful to one another. To be co-operative means to:
Be a listener, not just a talker
Be open to other people's ideas, rather than precious about your own
Work towards a team victory, rather than an individual success
Understand the various strengths of everyone involved, and play to them
3. Consistency
Nobody enjoys working with someone they can't rely on. Showing up consistently will help you to build a trustworthy reputation, which will only benefit your future career. Consistency in business is:
Sticking to deadlines and pre-agreed plans
Sending and paying invoices promptly
Setting client expectations at the right level and continuing to meet them
4. Care
Fourth and finally, it's important to care. To remember, always, that the customer at the other end of your email/call/meeting is a person with a rich and complex existence beyond their business connection with you. Caring means:
Offering clients the benefit of the doubt when there is a delay or issue, not assuming the worst before an explanation has been offered Showing a willingness to be flexible with deadlines and payment plans where it feels appropriate or possible for you to do so
Behaving respectfully, even when disagreements arise
We abide by The Four Cs, and hugely value our client relationships at every turn.
If you'd like to work together, benefitting from all of the above, please get in touch.