How do you balance client advocacy and influence with client satisfaction and loyalty?

1 Understand your client's needs and expectations

The first step to balancing client advocacy and influence with client satisfaction and loyalty is to understand your client's needs and expectations. You need to conduct a thorough discovery process, ask open-ended questions, listen actively, and empathize with your client's pain points, challenges, and opportunities. You also need to clarify your client's desired outcomes, success criteria, and decision-making process. By understanding your client's needs and expectations, you can tailor your approach, communicate your value proposition, and align your goals and interests with your client's.

2 Establish your credibility and authority

The second step to balancing client advocacy and influence with client satisfaction and loyalty is to establish your credibility and authority. You need to demonstrate your expertise, experience, and reputation in your field, as well as your knowledge of your client's industry, market, and competitors. You also need to showcase your past results, testimonials, and case studies that prove your ability to deliver on your promises. By establishing your credibility and authority, you can build trust, confidence, and respect with your client, and position yourself as a valuable resource and consultant.

3 Provide value and insight

The third step to balancing client advocacy and influence with client satisfaction and loyalty is to provide value and insight. You need to offer solutions, recommendations, and advice that address your client's needs and expectations, and that add value to their business and goals. You also need to provide insight, feedback, and guidance that help your client make informed decisions, overcome obstacles, and achieve better results. By providing value and insight, you can create value-added relationships, differentiate yourself from your competitors, and influence your client's perception and behavior.

4 Balance assertiveness and adaptability

The fourth step to balancing client advocacy and influence with client satisfaction and loyalty is to balance assertiveness and adaptability. You need to be assertive enough to communicate your ideas, opinions, and suggestions with confidence, clarity, and conviction. You also need to be adaptable enough to listen to your client's feedback, concerns, and objections, and to adjust your approach, style, and tone accordingly. By balancing assertiveness and adaptability, you can avoid being too aggressive, too passive, or too defensive, and instead be respectful, collaborative, and persuasive.

6 Nurture loyalty and referrals

The sixth and final step to balancing client advocacy and influence with client satisfaction and loyalty is to nurture loyalty and referrals. You need to follow up with your client after the completion of the project or engagement, and to solicit feedback, testimonials, and reviews. You also need to keep in touch with your client regularly, and to provide ongoing support, value, and insight. By nurturing loyalty and referrals, you can retain your existing clients, generate repeat business, and attract new clients through word-of-mouth and referrals.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?