Thursday 24th Sep 2020
Everyone is familiar with the age-old mantra – ‘the customer is king’. And in today’s market, this is still very much the case.
Establishing and maintaining client relationships continues to become a large piece of the puzzle when it comes to securing the future of your business.
As a modern-day broker, you will already be well-versed in supporting your clients and providing a stellar service. But there are plenty of ways to ensure they only have positive words to say about your service.
Here are five top tips for mastering customer satisfaction, bolstering those all-important relationships and paving the way for future trade.
Create a personalised experience for each organisation
Rather than adopting the same behaviours for each individual, a responsible finance professional will listen to clients’ needs first and make necessary adjustments to tailor their approach in order to better suit the organisation.
Take the time to get to know each business, understand its demands and develop a personalised relationship accordingly. It should reap rewards – trust us!
Build a platform for effective communication
In order to establish a worthwhile working relationship – with both clients and colleagues – dialogue is key. A broker who reacts quickly to queries and maintains strong channels of contact will often instil confidence and trust in their abilities.
As much more of the global workforce makes an active shift to home-based or remote working, it will be vital to ensure that such interaction never wavers. We’ve previously highlighted how to ensure connectivity doesn't plummet when working from home. If this happens, a broker could risk potential uneasiness about their overall service and commitment to the organisation’s financial stability.
Of course, we’re not saying you have to remember your customer’s wedding anniversary, or attend their nephew’s christening, but remembering small details and anecdotes that come up in everyday conversation will help to make your client realise you care.
Try following up on stories you touched on last time you spoke or sharing some personal news from your side – it will help to remind them that you’re human, too!
Know your audience
Take the time to understand your client’s background, history and the intricacies of their business. Not only will this help you to deliver a bespoke, effective service, but it will also assert your specific industry knowledge and encourage their trust in your service.
Listen to feedback
No matter how successful a broker you are, there is always room for improvement. Asking your customers for regular feedback and suggestions on how you could improve your offering is a great way to gauge their own satisfaction with the service – and pick up tips for streamlining in future.
Opening your mind up to new methods and skills can allow you to continue to conduct business in an efficient and effective manner, thus, securing your reputation as a reliable and knowledgeable broker.
Want to speak to Hitachi Capital Invoice Finance about securing efficient and advantageous business relationships? Head to our Invoice Finance page to find out how we can help your business and for more top tips!