5 Things to Say to Clients Right Now

The last couple of months have likely changed the way you do business.

For some of you, that might mean conducting business only over the phone and via email when you usually visit clients in person. For others, your industry is strained by the challenges of the coronavirus, and clients spend their days trying to make ends meet or even totally upending their business models.

All of these changes mean that communication is more important than ever in your professional relationships.

Ideally, you already have an ongoing dialogue with your clients where you talk about your projects, products, or services, but also in a larger sense, where you talk about how things are going and the direction your professional relationship is headed.

If not, now is the time to establish this line of open communication, as things change rapidly. By keeping up this dialogue, you not only know where you stand, but you improve the likelihood of the client wanting to continue to work with you, even as times get tough for so many businesses.

These 5 questions and phrases will help you navigate those conversations and ensure that your clients feel respected, valued, and cared for. With that said, they don’t just apply to clients and customers. The same 5 phrases are applicable to contractors or employees, colleagues you’re collaborating with, or just about anyone you’re interacting with professionally these days.

1. “How are you?”

Before you get down to business, make sure your client’s family is in good health and see how they are doing. Ask questions, listen to their answers, and respond with positivity. Whether they answer by telling you about a problem at work, concerns about the pandemic, or sharing a cute story about their dog, they are creating an opening for you to build rapport with them.

By developing a relationship, you are highlighting one of your unique selling positions – your warmth and integrity.

2. “What’s your goal?”

Let me be clear, you may have known the answer to this question back in January, but by now, their answer may have changed. Even in the best of times, client’s goals change, so come back to this question periodically to ensure you’re still meeting their needs.

Regardless of your type of business, anyone coming to you as a client or potential client was motivated by something. Maybe it was to solve a problem, maybe it was a referral based on fantastic work you’ve done for other clients, or maybe it was a need or desire they are looking to fulfill. It’s essential you know their current goal so you can help them attain it and sell your products or services to meet their expectations.

3. “How can we improve?”

Another question to ask from time to time, looking for ways to improve is a signal to your client that you value excellence and you won’t settle for less than a great experience for them.

This might feel awkward the first few times you ask it. But by simply and clearly stating a question like this in a positive light, your clients will likely be happy to provide you with positive feedback and constructive criticism if they have any.

Be open to their feedback and make changes where you can. Improving your service with one client will undoubtedly raise the bar with all of them and make you more attractive to potential clients in the future.

4. “No…”

Of course, if you have a toxic client, saying no is a must. But there are times when it’s necessary to say no to even your best client. No one likes saying no, but if you approach it wisely, your client will respect you for it.

Sometimes, no comes from an inability to do the work or sell the product in the way the client wants, such as an unrealistic timeline or budget. In those cases, you’re doing your client a favor by being honest and forthright about their expectations and your reality. They will appreciate your truthfulness in the long run even if they don’t like hearing no in the short run.

In other cases, you need to tell a client no because their approach is different than the one you know to be best. Remember, your client hired you because you’re an expert in your given area, and they value that expertise. Tell them no with kindness and explain your position. Most likely, you’ll be able to convince them of a better approach.

5. “Thank you!”

Gratitude is an integral part of each and every interaction you have with each and every client. Take a moment to thank them for their business. After all, you do appreciate them, and you want them to feel valued as a customer and as a person.

“Communication – the human connection – is the key to personal and career success.” – Paul J. Meyer

At Celeste Giordano Coaching, I support my clients in growing their businesses with the values of integrity, honesty, and gratitude. If you’ve ever felt like it’s tough to take the high road and grow your business at the same time, I’m proof you CAN do both and I’ll show you how.

Do you want to grow with respect for yourself and your clients? Contact me today.

Celeste Giordano’s mission is to help business owners develop the skills, knowledge and attitude necessary to “DoublePlus?” their income and become effective and inspirational leaders in their fields. Whether it’s taking your successful business to the next level or starting a new venture, she will teach you the exact skills and strategies you need to enroll more quality prospects, build a rock-solid team, and break through obstacles to achieve real profit and lasting success. Celeste is a professional business growth specialist, a master sales strategist, and dynamic speaker with 40 years experience in direct sales and managing high-performing teams.

To learn more about Celeste, click here.

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At Celeste Giordano Coaching, I work with each client to implement the strategies they’ve been missing that will enable them to break through barriers preventing them from the success they know they are capable of. Contact me today to find your future clients who just don’t know what they’re missing.