When a client or prospect makes a request, or when they are aware you will do or are doing something on their behalf, avoid leaving them in the dark. Give them progress reports, even if the request is a simple one.
In all cases, close the loop and let them know “I have taken care of it on your behalf.” Proactively communicating progress and completion builds value and increases their sense that you care about them. Recent studies by Pew Research indicate that up to 70% of top clients leave a professional due to a lack of structured proactive communications.
A friend of mine started a sign and printing business in southwest Florida. He has built a substantial business by getting people to move their printing and sign business to him.
When he asked new customers why they left his competitor and joined him, they repeatedly stated, “It was just too difficult to get status updates on our jobs. Our hope is you will do better.” Knowing this, he has built his business by continually giving proactive job updates to his clients verbally or by email. He and his staff also always reply to emails from clients even if it is just “Got it,” that is enough to close the loop!
Oh, the joy of thoughtful communications. Share this with your entire team and win more business.