In today’s fast-paced business world, how you communicate with your clients is crucial. It’s not just about conveying information—it’s about building relationships, trust, and ensuring your clients feel valued every step of the way. In my opinion, this is one of the most important areas of your business operations.
If you feel overwhelmed with your processes and aren’t clear on what you should be sending out and when, this blog is here to help. I’ll share strategies and examples to help you identify your client journey touchpoints. The best part about my strategy, is the suggestion of creating master templates, that you then can tweak to personalise for each client type, meaning you only need to do sit down and do this work once!
Refining your client communication strategy should be a priority for every small business owner. Read on to see why this is important, along with my practical steps on how to put this into action.
Why Client Communication Matters
Your client communication strategy isn’t just a box to tick—it’s the heartbeat of your business. Here’s why it deserves your attention:
Building Trust and Relationships: Clear and transparent communication builds trust, setting the stage for long-term client relationships.
A Better Customer Experience: Smooth and timely communication enhances your customer's overall experience, leading to higher satisfaction and loyalty.
Driving Business Growth: Effective communication influences client decisions and actions, especially when you have detailed initial documents that convert leads to clients.
Strategies for Better Client Communication
Here are actionable steps to help you rethink and enhance your client communication strategy:
1. Assess Your Current Approach
Start by auditing your current client communication practices. What emails or messages are you sending to clients? Do you have a place where you store these master templates? What part of the client journey is your communication best?
Identify Strengths: What aspects of your communication are working well and resonating with your clients?
Pinpoint Weaknesses: Where are the gaps or inefficiencies that may be causing misunderstandings or dissatisfaction?
Improvement Opportunities: What changes can you make to strengthen client interactions and better align with their expectations?
2. Map Out Your Communication Flows
I highly recommend taking the time to create a flowchart. This is the most beneficial asset I provide my clients with when working on their client communication, as it allows them to visually see their client journey as well as the touchpoints they should be making along the way.
Visual Representation: Create a flowchart or diagram to map out your client communication sequences and touchpoints.
Define Triggers: Clearly outline the actions or events that prompt each communication. Start by assessing how long your client’s journey with you is; from there, you can plan out the timing of each trigger.
Clear Messaging: Define your key messages and goals for each communication. What is the main takeaway you want the client to have from each touchpoint?
3. Review Your Communication Channels
Evaluate the channels through which you interact with your clients. Is it on social media, emails, or Zoom calls? What do you use each channel for and what is its purpose?
Channel Analysis: Assess the effectiveness of channels such as email, social media, phone, etc., in reaching and engaging your clients. Do you have too many, or perhaps not enough?
Purpose: What is your goal for each channel? Perhaps your social media is for spreading awareness and getting new clients, while email is for important document collection. Define what you use each channel for.
4. Create Templates
Identify the communications that you are repeatedly sending out. What can you create a template of? This will save you time and allow you to maintain consistency across all of your clients.
Personalise Interactions: Within the template, create spaces for you to tailor the communication to individual client needs. Leave space or create different options.
Expand Your Templates: What other templates will be beneficial to your services and client interactions (e.g., welcome packages, check-ins, follow-ups)? I find creating extra documents like a 'Goodbye Package' that outlines the work you did really enhances your clients' experience.
Conclusion
Taking time to revise your communications will benefit not only yourself, as it will save you time, give you clarity, and provide peace of mind. It is also very important for turning leads into clients, retaining clients, and ensuring that your clients’ experience with you is enjoyable and memorable.
If you’re ready to upgrade your client communication strategy but don’t have the time or need some guidance, then my 'Sort Your Systems Out - Client Communication' package is perfect for you. Working with me, I will build you a tangible communication plan and overview. This will give you a holistic view of your communication systems and a clear plan to follow. This package includes a Business Systems Audit Report, Email Sequencing and Branching Diagram, Communication Touchpoints Strategy Document, and Client Engagement and Follow-Up Plan.
Check out my website for more information about how I can help you and your systems.
Sasha Curin
Connect with me on - Linkedin
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