Client relationships can make or break a business. It is important to perfect the process of creating and maintaining long term client connections in order to meet the needs of both your client and your company. Landing a client is one thing, but having the tools to keep them is paramount.
Rona Rafal, a seasoned Client Support Specialist with iA Private Wealth, exemplifies the art of cultivating lasting client relationships through her deep commitment to transparency, consistency, and human connection. Rafal’s career speaks volumes for her credibility. With years of experience in the financial industry, Rafal has honed her approach to client retention by emphasizing the importance of building trust and loyalty. She involves clients in every step of the process and actively listens to their needs – crucial components in fostering long-term professional relationships. Rafal’s philosophy is that true client retention goes beyond mere transactions; it involves creating a balanced and equal partnership where clients feel valued and understood.
Transparency
“The most important aspect of earning someone’s trust is being transparent. In times of adversity and stress it is more important that you stay truthful rather than try and hide something. By being transparent, it shows your clients how much you respect them and their business. It is equally important to actively problem solve in areas that your company may lack in. This commitment to improving will show clients that you are serious about serving them to the best of your ability.”
Human Connection
“When building a professional relationship, it can be easy to only talk about work. While there is nothing wrong with that approach, it can create a very one dimensional relationship. When working with a client, you want them to feel like they are appreciated as people. Get to know your client on a more personal level. What are their hobbies, ask about how their family is doing – show empathy and a genuine interest in their well-being.”
Actively Listen
“In order to build lasting relationships with clients, be aware of the successes and weak spots you may hold with current or past clients. By asking for feedback, and then taking active steps to implement and improve your approach, you will strengthen your bond with clients by actively listening to their needs and adjusting in order to accommodate them.”
Consistency
“By showing your client that you are committed to them, they are much more likely to show you that same commitment back. This is true in any type of relationship – we all want to feel seen and heard and being consistent is a really great way to show someone that you are in their corner.”
Involve your Client in the Process
“When we are working with clients at iA Private Wealth, it is important that we involve them in the process. This helps keep communication lines open and really gives them a sense of the work we do. They feel more comfortable because we are creating a relationship that is balanced and equal.”Rafal stresses that there is no one size fits all answer when it comes to client relationships. Flexibility and experience are the best methods of finding an approach that works for you. By continuing to communicate, listen and connect, you can set yourself apart by building genuine bonds with your clients that will stand the test of time.
