Client management requires good people skills and an understanding of what your client needs so that you can present your brand as the solution. But while most sales people know how to pitch a sale and tell their clients what they want to hear, there are a number of client management mistakes that could cost them valuable accounts or prospects. You may even be making some of these client management mistakes yourself.
In today’s blog, let’s go over some of the most common client management mistakes and how you can avoid them.
#1 – Overpromising
It’s easy to overpromise as a sales representative. Part of your job is hyping up your product. You may not even feel like you’re overpromising. You can convince yourself that the thing you guarantee your client is at the very least possible. The problem is that if you can’t fulfill the promise you make, your client is sure to remember that. And they may not want to work with someone who makes promises they can’t keep.
It’s always better to be honest and transparent. Promise what you know you can. If you’re not sure, don’t promise it. Clients will respect honesty over exciting words.
#2 – Treating Your Client Like a Number
Client management is about building a relationship with your client. If you treat your client only like a part of your bottom line, you’re not engaging in a relationship with another human being. Make sure your clients know that they’re valued and respected. Listen to their concerns and answer their questions. Show them what value your brand can offer them, not just what value they can offer your business. And above all, go above-and-beyond with your customer service and support.
#3 – Missing or Disorganized Documentation
Documentation tells the story of your brand’s history with your client. All their past purchases, their current contract, their past issues, and their place in the sales funnel. You need all of that documentation in order to have the full context for your client management. That’s why if you can’t find certain documents, you’re probably going to miss something critical. Keep records of everything and keep your documents organized. If you can find a software or app that gives you a central repository for all of your documentation for each client, that’s the best practice here.
#4 – Making Assumptions
Imagine you’re giving your sales pitch, telling your client how your brand can help solve this massive problem that they have — only for the client to tell you that actually, that’s not really a problem for them in the first place. Not only is that humiliating, but it leaves you adrift and unsure how to proceed with your sales pitch.
These kinds of assumptions can hurt you at any point in the client management relationship. You should never simply assume that you know what the client wants or needs. While you may think it will come across as anticipating their needs, the truth is that you’re risking far more harm if you’re wrong. You make a better impression regardless by listening to your client and asking questions, allowing them to tell you what they need and showing that their voice is important to you.
#5 – Not Respecting Their Time
Your client’s time is valuable to them, and they want to know that it’s valuable to you, too. This is true for every client, but especially when you have B2B clients who have their own businesses to run. This is why it can be so insulting and leave such a bad impression if you miss deadlines or push back meetings at the last minute. It’s not just about the work itself. It’s about the time that the client loses in the process.
Show your clients that you respect their time by honoring your meetings and deadlines. Try to get things in early if you can, thus saving your client time. This kind of above-and-beyond service will show just how much you respect your clients and their time.
#6 – Failing To Give Updates
If you’re working on a project with a client, remember that they’re invested in the progress of that project as well. It’s easy to start the project and then put your head down and get to work. But the silence that comes from a lack of updates is likely to make clients feel anxious and neglected. Try to take some time to check in with your client periodically. Show them your progress and schedule meetings to get their feedback. This way, they know that their project isn’t being neglected and that it’s going well.
