Here's how you can elevate client satisfaction and loyalty in your career.

The foundation of any successful client relationship is understanding what your clients truly need and expect. When you listen actively, you’re not just processing information; you’re picking up on the nuances of their communication. Clients often express their needs in ways that aren’t always straightforward. They might hint at concerns, express preferences indirectly, or have underlying expectations they don’t explicitly state so by actively listening, you pick up on these subtleties, allowing you to address their needs more accurately.

Always make it personal. Client always appreciate the feeling that you so really remember their case and they don’t have to go long way just to make you recall them or their history It doesn’t matter if it wad a minor thing or a huge concern, client will always feel happy that you can recognize them.

Making a service 'human' and personalising it means you will get the best outcome for your client. Nobody wants to be spoken to as if they're a robot, and you're not getting the best out of them if you do. For me, I like to genuinely get to know a client, to ask about their family and interests outside of work, and follow up on them, It makes them feel valued, and it builds trust and connections.

Being perceived and dependable and a safe pair of hands is incredibly valuable. I deliver consistently for my clients, and I tell them in advance if I can't deliver on something on time, and I explain to them why. Because I have already built a stable, trusting relationship with them, they are 9/10 fine when something is delayed. I've already proven that they can depend on me, and I've told them in advance if there are issues, so they can manage expectations their side too.

This is such a simple addition to your client relationships and it makes a HUGE difference. I mark my clients birthdays in my calendar to remember to pop them a Happy Birthday message. I ask how their family is doing, I follow up on previous conversations to show that I care. And you need to be genuine with this one too - showing your clients that you're a human, and you really care about the relationship that you have with them. I actually love showing appreciation and building relationships with my clients. It makes the work I do with them so much more satisfying.

Resolving issues begins before the issue has even arisen. When I see a potential challenge or issue coming up, I have an open conversation with my client to let them know that xyz may happen. That way, you can plan damage control and agree what to do with the client in advance. If the issue doesn't happen, happy days. If it does, the client is already pre-aware and you've got a plan in place to efficiently handle it. And guess what? The client will appreciate your proactiveness and the way you have handled the issue will build trust.

Pursuing feedback can be a component of the other activities already mentioned. Things like “a final check in” while delivering a service or some other way to illicit feed back shows the client you are engaged with them in a more wholistic manner.