7 Best Practices for Managing Client Relationships

4. Practice effective communication with clients

Many of us probably know how it feels to have a problem with a product or service and then be met with silence when you try to express that grievance to the company. It's incredibly frustrating.

That's why it's essential that your business has a strong dedication to clients built into its processes and tools. Put systems in place so you're quickly alerted to questions, concerns, and social media posts mentioning your business. Some ways to do this include:

• Send automated replies. Set up auto-reply messages for customer service emails and for questions sent via a Facebook page or Instagram DM that let clients know you received their question and when to expect a response.

• Share regular updates. Gather email addresses when you bring on new customers or leads and send them emails with business updates, promotions, service changes, and dates the business will or will not be open.

• Monitor reviews and online posts about the business. Respond to online feedback promptly to show attentiveness and awareness of the comment.

• Give them time if rates are going up. Raising your rates is one of many ways to grow your business. Just make sure you give clients a heads up at least a few weeks or months before the increase so they aren't surprised and upset.

5. Set boundaries

Every business owner has professional boundaries. But if you don't communicate them, they're likely to get pushed or crossed by clients. Part of maintaining healthy client relationships is establishing boundaries as part of the onboarding process, when you sign contracts, or before your initial service is performed.

When I onboard a new client to my freelance writing services company, I send new clients an onboarding business document, which includes my contact information, the days and hours I work, how long I take to get back to them via email, and when/if to contact my cell phone for emergencies.

I've heard of other freelance business owners having their clients sign a contract that includes these business rules before they start the assignment. That way, when a client sends you an email in the morning and expresses concern because no one responded within eight hours, you can refer them back to the paperwork you sent that acknowledges you have up to 48 hours to respond to work email. (Or whatever that boundary you set is.)

Boundaries help you maintain professionalism while ensuring your personal time remains protected. And it helps set expectations for your clients, so they have peace of mind knowing what to anticipate from working with you.

See our tips for freelancer time management

6. Tailor your communication style

A common misstep that can arise when building relationships with clients is that a business owner treats all customers the same. But different clients have different communication preferences. Offer options for how you'll connect and confirm deadlines and appointments during the onboarding process so clients can select their preferred method.

Some prefer text reminders, others phone calls or emails. Others may want to meet you over video call at some point. Meeting clients where they are creates a positive experience.

A Gen Z customer mightnevercheck their voicemail to know an appointment was canceled, but a Gen X customer might prefer to be on the lookout for a call over an email or text. You can even include a question about preferred communication formats in your client intake form or onboarding process so you know upfront.

Keep clients' differences in mind when considering how you collect payment as well. Always be friendly and gracious when you send your invoices or collect money for your services.

Think about it: No one wants a restaurant server to slam a bill down on the table and demand payment right away after a meal. They may say something like, "Here's your bill for whenever you're ready to pay. Take your time. Thanks for coming by today." Keep this type of scenario in mind when you bill clients and customers.

Or, set up an automated service that sends a bill digitally or through the mail. Pair it with a thank you message and you might never have to ask the customer directly for their payment.

7. Nurture relationships

Feeling stuck on how to build customer loyalty? Remember, every customer wants to feel appreciated and special. A big part of this is simply remaining professional, communicating clearly, and being warm and friendly in interactions so that your clients feel valued and happy with your work.

But you can also show your gratitude for their business in various ways:

• Offer discounts and loyalty rewards for repeat clients or successful referrals.

• Send thoughtful gifts or even hand-written thank you cards after big projects.

• Do something special to acknowledge when they've been a client for one year, three years, five years, and so on.

Ready to improve how you build relationships with clients?

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