You want to be more effective in client relations. How can you evaluate your own performance?

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Client relations is a vital skill for any professional who works with customers, partners, or stakeholders. It involves building trust, rapport, and value through communication, collaboration, and problem-solving. However, how do you know if you are doing a good job in client relations? How can you measure your performance and identify areas for improvement? In this article, we will share some tips and tools to help you evaluate your own performance in client relations.

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Swapnil Salimath

CSM | SAFe? | EXIN SIAM? | Service Delivery Manager | ITIL Certified | Project Management | Inside Sales | Account…
M Imran Z Khan

Director - EMEA/APAC
Carol Moura

Gest?o Comercial | Canal Corretor | Fundadora do Grupo Conex?es

1 Set clear and SMART goals

One of the first steps to evaluate your performance in client relations is to set clear and SMART goals. SMART stands for Specific, Measurable, Achievable, Relevant, and Time-bound. These criteria help you define what you want to achieve, how you will measure your progress, and when you will complete your tasks. For example, a SMART goal for client relations could be: "Increase client satisfaction by 10% in the next quarter by conducting regular feedback surveys and implementing their suggestions." Having SMART goals helps you focus your efforts, track your results, and adjust your strategies as needed.

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Swapnil Salimath

CSM | SAFe? | EXIN SIAM? | Service Delivery Manager | ITIL Certified | Project Management | Inside Sales | Account Management | Shared Services and Operations
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Goals should be firmly aligned with the organization's strategy. Each business unit should be aligned with the company's executive goals. Managers should then break down each goal into a step-by-step plan to achieve it for their teams to help them understand the WHY? Example approach. Specific: Increase customer satisfaction scores by 10% within six months. (AIM) Measurable: Achieve a 95% customer satisfaction rating on relationship surveys. Achievable: Implement a new feedback system to gather more actionable insights. (Proactive) Relevant: Improve response times to customer inquiries by implementing a ticketing system. (Where we went wrong in the past) Time-bound: Complete the implementation of the ticketing system within three months.

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2 Solicit feedback from clients and colleagues

Another way to evaluate your performance in client relations is to solicit feedback from your clients and colleagues. Feedback is essential for learning, improving, and validating your work. You can ask your clients and colleagues for feedback through various methods, such as surveys, interviews, testimonials, or reviews. You can also use online tools, such as SurveyMonkey, Google Forms, or Trustpilot, to collect and analyze feedback data. When you solicit feedback, make sure you ask specific and open-ended questions, listen actively and respectfully, and thank your respondents for their input.

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Swapnil Salimath

CSM | SAFe? | EXIN SIAM? | Service Delivery Manager | ITIL Certified | Project Management | Inside Sales | Account Management | Shared Services and Operations
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As a CSM I would start by 1) Clearly define the purpose of the feedback and what specific outcomes we aim to achieve. 2) Feedback methods - Surveys or Polls and design a feedback collection tool that is easy to understand and aligned with our objectives. 3) Communicate the feedback process effectively to ensure that everyone understands why their input is valuable and how it will be used. Once the feedback is collected, 4) Analyze it thoroughly to identify common themes and areas for improvement. Based on this analysis, 5) Develop an action plan to address the feedback and improve our processes. 6) Monitor the impact of these improvements and regularly review the feedback collection process to ensure its effectiveness.

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Kalipile Candlovu

TRAINEE AUDITOR at AUDITOR GENERAL SOUTH AFRICA
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Nobody is able to completely do a thorough self evaluation, so it's best to get independent people to evaluate you. You can use methods like surveys, performance evaluation forms after every engagement.

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Carol Moura

Gest?o Comercial | Canal Corretor | Fundadora do Grupo Conex?es
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Feedback é sempre uma ferramenta de Auto impacto, fiz uma vez uma pergunta a 5 amigos, sobre como me viam e pedi para responderem em áudio, o simples fato de ouvir alguém falando e trazendo sua clara vis?o sobre mim, já me deu insights para melhoria. Bora testar? Algumas ideias de perguntas: O que chamou sua aten??o no meu atendimento? Você pode trazer pontos positivos de nossa última reuni?o, a cerca de relacionamento?

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3 Use key performance indicators (KPIs)

A third way to evaluate your performance in client relations is to use key performance indicators (KPIs). KPIs are quantifiable measures that reflect how well you are achieving your goals and objectives. They help you monitor and evaluate your performance over time and compare it with your expectations or benchmarks. Some examples of KPIs for client relations are: client retention rate, client satisfaction score, net promoter score, referral rate, or revenue per client. You can use online tools, such as Excel, Google Analytics, or HubSpot, to track and visualize your KPIs.

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M Imran Z Khan

Director - EMEA/APAC
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While evaluating your performance in client relationship involves tailored methods like self-assessment, feedback, KPIs, 360-degree reviews, goal tracking, check-ins, client feedback, benchmarking, self-improvement tools, and journaling. There are many ways to set and measure your performance in client relations. One popular way to measure your performance progress towards a strong client relationship is by using key performance indicators, or KPIs, which set a standard of success for a specific objective. KPIs also help you to understand whether you are utilizing client’s time, budget and talent on the right strategies, tasks, and tools in order to achieve client’s goals.

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4 Conduct a SWOT analysis

A fourth way to evaluate your performance in client relations is to conduct a SWOT analysis. SWOT stands for Strengths, Weaknesses, Opportunities, and Threats. It is a strategic tool that helps you assess your internal and external factors that affect your performance. Strengths and weaknesses are internal factors that you can control or improve, such as your skills, knowledge, or resources. Opportunities and threats are external factors that you cannot control but can exploit or mitigate, such as market trends, competitors, or regulations. By conducting a SWOT analysis, you can identify your competitive advantages, areas for improvement, potential growth, and possible risks.

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Carol Moura

Gest?o Comercial | Canal Corretor | Fundadora do Grupo Conex?es
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Análise SWOT é sempre bem vinda! Analisar suas For?as, Fraquezas, Oportunidades e Amea?as te dá um cenário real de momento atual. Relembrar os momentos de fechamento com o cliente, ajuda no processo de trazer as For?as, pois em alguma momento houve algum motivo para o fechamento e finaliza??o. Oportunidades est?o muito ligadas a escuta ativa, na narrativa do cliente, é possível vislumbrar oportunidades para o momento ou futuras. As fraquezas também podem ser encontradas ao analisar o relacionamento com clientes fechados, o que poderia ser melhor? Essa análise, certamente nos coloca diante de uma clareza, que n?o temos no dia a dia, nos provoca uma reflex?o.

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5 Create an action plan

A fifth way to evaluate your performance in client relations is to create an action plan. An action plan is a document that outlines the specific steps you will take to achieve your goals and improve your performance. It should include the following elements: your SMART goals, your KPIs, your SWOT analysis, your strategies, your tasks, your deadlines, and your resources. An action plan helps you organize your work, prioritize your actions, and track your progress. You can use online tools, such as Trello, Asana, or Evernote, to create and manage your action plan.

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M Imran Z Khan

Director - EMEA/APAC
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We must create an action plan to evaluate our performance in client relations. Major points which I believe helps me to strategies my client relations are as follows. ?Loyalty or commitment ?Regulation & Routine ?Shared goals & SMART goals ?Uplift personal growth ?Notice what you strongly dislike by clients, what triggers your client. ?Do not give up. Once you've decided to do something, continue to do it. ?Build confidence through self-awareness and competence ?Learn a process and adapt the changes which your clients may experience in future.

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6 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?

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M Imran Z Khan

Director - EMEA/APAC
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Making assumptions jeopardize your client relations. Never lower your expectations to meet the goals & performance. Raise your level of performance to meet your client’s expectation. Expect the best of yourself, and then do what is necessary to make a good relationship with clients. For performance I don’t watch the clock, I do what it takes to keep going and to improve my performance. I believe earning never exhausts the mind and it always help in great client relationship. Discipline is the bridge between performance and success. The secret of your performance is found in your daily routine. Some time we do mistakes, but mistakes are the proof that you we are trying and performing.

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You want to be more effective in client relations. How can you evaluate your own performance?

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1 Set clear and SMART goals

2 Solicit feedback from clients and colleagues

3 Use key performance indicators (KPIs)

4 Conduct a SWOT analysis

5 Create an action plan

6 Here’s what else to consider

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