Working closely with a client to get the job done is one of the more important things that you will need to learn in order for you to be able to say that you have been successful at the job. After all, it is the client that will be paying your bills, and if the client isn’t satisfied, then you can probably imagine what that would mean for the state of your billables. This is what Client Success is all about. More than the actual work that you do for your company, it is you that will be putting things in motion, and when you’re prepared for the worst, then there really isn’t much that can stop you from succeeding. That being said, it is safe to note that there will always be ways for you to be prepared when it comes to facing clients. There are skills, that one can learn to prepare for any circumstance that may arise.
Time for Everything.
There are tons of blogs out there that will tell you how to manage your time, and I can tell you now, that every single one of them is telling the truth. Time management simply works, it is considered to be one of the most impressive and sought-after skills that a member of your team can offer. The quicker that you get your tasks done, the more time you will have on your hands to be able to help the team out in whatever way that you can. Things like having a to-do list where you finish the more important tasks first having or perhaps giving yourself some “airplane time” where in you drop everything and focus at the task at hand are practices that one can make a habit of that will make a significant change in the way you manage your time. Taking the time to list down your deliverables, prioritizing them according to level of importance, as well as updating that list at the end of the day are simple changes that you can do in your daily work routine that will make a ton of difference in your workflow and ultimately, client satisfaction.
Know when to hold ‘em.
A direct factor in determining the success of your company is the satisfaction that it will get from it’s clients. If you aren’t willing to negotiate with a client to achieve an amicable solution, then you might be doing your company a disservice that it does not deserve. Negotiations often go hand in hand with confidence. Specifically, the confidence in your company. Knowing exactly what your company can do and what the work your doing for them is worth is what will determine just how far you can negotiate with your client. The best way to go about a negotiation is to make sure that both parties will benefit from the partnership that you are about to establish. Just because you are negotiating with the client , it doesn’t necessarily mean that one party will benefit more than the other. Every action should be justified, and no stone should be left unturned when it comes to negotiating with the client. This is the only way that you will be able to ensure that things will go smoothly. Determine the outcome that you would like to get from your negotiations, establish a connection with your client, and make the proper arrangements and come out with a solution that will benefit everyone.
Talk the talk.
Another key factor in determining your success, is the communication that you have with your client. Many clients have been lost due to simple miscommunications. An unanswered email, undelivered promises, missed deadlines, have all been reasons for a client not to repeat their business with you and it is important to keep in mind that being careful with spelling isn’t the only way that miscommunication can occur. Sometimes, word choice also plays an important part in keeping communications on a good level. Knowing the difference between calling something a ‘miscalculation’ and calling it a ‘fail’ could quite possibly drastically change the outcome of communication that you will have with your client.
Keep your emotions in check.
Considered to be one of the most important skills that you can learn when it comes to Client Success , empathy is a skill that is also one that is most difficult to learn. It is a skill that involves the ability to be able to put yourself in the shoes of your client, showing that you know exactly what it's like to be them. For your project to be successful, and for your client to be happy, you must first be able to understand just exactly what their going through. Understand what success means for them, what makes them happy, see things in their perspective. Knowing exactly what a person is going through will help you assess what you can do for them and in turn make the work flow that much easier to deal with. Talk to them, understand the goals that they have set for themselves, tell them a little about your experience with similar matters. Everything that you say and do will help you finish your goals.
There are many other things that you can learn to ensure that you will achieve client success, but these are just a few to start you off. Keep in mind that in the end, client success is all about the relationship that you will build with your clients. How you interact with them, how you deal with the work your given, and even how you respond to personal matters, will affect the outcome of your business.