SME Adviser Series: Taking the initiative

Forming strong relationships with customers/clients is an essential component to success. But, whilst this requires time and effort, the rewards can be significant, leading to positive word-of-mouth, increased sales, additional connections and business retention.

Clients/customers want to know that you care. A start point for being able to add value to your customer/client relationships is gaining a clear understanding of them, their business, and their personal and company goals.

Here are a few tips to help you shift from reactive to proactive client/customer relationships:

• Put yourself in your clients shows – anticipate their needs and offer advice accordingly
• Ask clients/customers for feedback
• Quickly alert them to any issues
• Reward loyalty
• Get to know their areas of potential weakness and help to bridge the gap
• Listen to what they are saying online
• Balance email communications with actual verbal engagement
• Be a trusted adviser, and not always a “yes person” – share your opinions and positively challenge decisions

By being proactive with your clients/customers, you will not only strengthen your relationships with them, but they will also become advocates of your business and will therefore be more likely to refer work to you.

For further information about how we can help you and your SME business achieve your goals and ambitions, contact your usual Beavis Morgan Partner or email