If You Can't Afford To Lose Client Relationships - Be Good at Communications

In June I had my Facebook account suspended because an Instagram account, that was not mine, was not following the rules. If you have ever had any issue with Facebook then you know how difficult it is to get your questions answered or connect to customer support. I had to go to the Internet to find the answers and that many, many people have had this same issue, many of which have lost this business assets for ever. This may end up being my fate as well. This article is not about the recovery but what my learning has been because of this loss.

My first thought when I realized my account of 12 years was gone was, thank goodness, it is such a distraction. But as I went through the days of managing my business, I realized I had so many connections and friends, both virtual and in-person, that I now had lost the ability to connect with. I couldn't see what my cousin was doing with her grandson, what my niece was doing with her kids on the farm, where my best friend had been, follow my associations, or know about events my clients were producing.? It was a loss. This platform for communications, that I no longer had access to, was a wound to my relationships.

As part of my appeal and recovery of my original account, I had to set up a new account. Strangely, it has allowed me to reach out and reconnect with so many people. Not just my cousin, niece, and personal friends, but past clients, association friends, and other contacts I have not talked to in years. Some are literally living in the same city, but we just don't cross paths, until now. What a nice opportunity.

As I contemplated the value of the platform, I started to think about the Goliath that is Facebook. What an ingenious product that allows people to remain in touch with others we have met, for years after we first connect. A quick and easy way to check-in on loved ones, and a nice way to share with many, events and experiences that you want others to know about. For business, it connects us with our communities, our neighbours, other business owners, and our clients.

Then I started thinking about the experience I had with the account suspension. There were no details that covered the reasons for their actions, no recourse, no support process, and no one to reach out to, leaving me to feeling hurt and ignored. For a company that helps the world communicate and build relationship, they are really not that great at communicating with their clients, nor maintaining their relationships. Their actions do not say, 'we are a giant company, but we care about our relationship with you and want to ensure you have a say in this relationship of ours'.

Unlike a goliath corporation, we, as small businesses, are not in a place where we can simply walk away from our clients. We cannot think like Facebook, we have to care. But there may be times when this does happen to you. Have you ever had a client that needs a lot of hand-holding, is very demanding, expects a loyalty discount, asks you to do more than you agreed, etc.? These may be challenging relationships, but it can result in some of your best clients; clients that share your service with others, talk about how great you are online, or order regularly from you. Being willing to communicate, including willingness to listen and be reachable, makes your clients love you more. The customer experiences can affect a large part of your bottom line. If they have a wonderful experience, they will come back, and they might event tell others about how wonderful it was. If they have a terrible experience, they well not come back, and they will tell others how horrible it was.

So, if you are not an all-mighty global conglomeration, a company that can afford to lose a few clients, with a product that only you can deliver,? like Facebook, then make sure your lines of communications are open so your relationships can flourish and your business can continue to be successful.

P.S. I am still reaching out to people I was connected to in the past, along with new people I continue to meet and I'm enjoying the re-connection. Don't stop reconnecting with your friends online as well as in person. It will pay off.

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