Maximising Relationships with Clients

As part of growing your business, SMEs must maximise their relationship with clients. Client relationships serve as an integral function in both business and professional pursuits. Establishing strong and enduring connections with your clients creates an environment of trust, loyalty, and mutual understanding. This environment paves the way for collaboration, growth, and the attainment of our shared goals.

Seeking Client Feedback

Client feedback isn't just about assessing the quality of services; it's having a direct understanding of what each client truly needs and wants.

This information helps customise your services precisely to fit those unique requirements. When we actively seek feedback, it's a way of showing how much we care about our clients' satisfaction. Trust and loyalty can be built from this kind of commitment. It’s the toolkit for spotting and preventing future problems.

Embracing client feedback is the key to staying ahead of the competition as across the built environment there is evolving change. Nurturing lasting client connections and setting foundations for growth for long-term success should be a crucial part of your business strategy.

There are digital tools to help collect feedback responses from clients who require a digital forum to submit their feedback due to busy schedules. There are digital instances for gathering client feedback and insight including:

• Google Forms
• SurveyMonkey
• Google My Business for reviews
• Implement live chat or chatbot tools
• E-mail surveys
• Utilising your CRM to record, capture and manage real time customer insights

View further digital tools and our guide on enhancing your marketing efforts.

It’s also important to work with your client-facing staff who can receive verbal feedback from clients on a regular basis to provide the feedback internally to ensure all types of information are captured and recorded for continuous improvement. There is potential to capture this feedback and feed it into an overall objective with KPIs, for example, how many customers have provided positive feedback about the business but also any feedback with certain staff they have dealt with. This can help promote staff well-being through positive feedback provided by clients. Find out more about upskilling your workforce and providing continuous learning to promote a positive work culture.

Compliance with RICS Rules and Regulations:

All registered RICS firms and RICS professionals must be familiar with and adhere to RICS rules, regulations, and ethical standards. These rules cover areas such as conflict of interest, confidentiality, and integrity. Please familiarise with the standards according to your sector.

Conflicts of Interest

You must be able to identify and manage any potential conflicts of interest that may arise in your relationships with clients. You need to disclose any conflicts to your clients and seek their informed consent when necessary. View a case study of client conflict of interest from our professional standards and guidance. ROC Case Study - Conflict of interest

Repeat Business and Referrals

Satisfied clients are more likely to return for future business, gain your services on projects and importantly recommend your services to others. A consistent revenue stream and reduced acquisition costs. Retaining business is imperative but if you are focusing on attracting new clients find out more here.

If you are a professional working in niche and specialised areas of practice can gain credentials to demonstrate to clients, peers, and colleagues. Recognition from clients on your work is imperative in building long term successful relationships with clients.