Building Remote Client Relationships
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The document provides guidance on building trust and strong relationships with remote clients by emphasizing consistent communication, proactive engagement, and personal understanding. It suggests using digital tools effectively, being attentive to clients' needs, and adding value through proactive support and small personal gestures. Ultimately, it highlights the importance of focusing on the relationship over geographic distance in a remote work environment.
Building Remote Client Relationships
- 1. Your Guide to Building Remote Client Relationships
- 2. Trust is the basis of any customer-provider relationship. Without trust, there is no relationship. ROBERT LUCAS
- 3. But how do you cultivate a relationship built on trust & teamwork with someone you’ve never met in person or only see occasionally?
- 4. A client should never have to wonder what you’re doing for them and when. Have consistent communication and established expectations from the beginning of the relationship.
- 5. Chances are your company has all the right digital tools in place for you to successfully interact with your client on a daily basis. Now it’s time to make the best use of those tools and go further into building a relationship with your clients. Focus on the relationship, not the distance.
- 6. When it comes to remote partnerships, nothing replaces someone’s voice. Be on the phone or video chat regularly as it makes sense, OUTSIDE of a scheduled status meeting or big presentation. Listen
- 7. Get to know your client as much as possible—inside and outside of work. Ask insightful questions about the inner workings of the client’s team and day-to-day life. This type of knowledge helps you anticipate their needs better, fill in any blindspots they might have, and open the door for expanded partnership. Ask
- 8. Customer success is not about support. It's not about being reactive. It's about being proactive. GUY NIRPAZ Be proactive.
- 9. Do the competitive research they don’t have the time for. Stay up-to-date on the client’s industry and know about major news regarding the company. Read
- 10. Don’t just present that Quarterly Business Review to them–be prepared with how you’ve already made a plan to help with next steps. Everyone likes a little value-add. If you’ve got the internal bandwidth, why not add in a little extra creative work the client didn’t ask for but will appreciate? Or, maybe you’ve got that deliverable ready in advance–get them excited! Overdeliver
- 11. Be their biggest advocate. When a presentation goes well, send out a recap note copying their teammates who may not have been a part of it. Talk about how excited both teams are. Build the client up. Make them look good. If the client has an internal presentation you are aware of, see what additional support they might need. Anything you can do to make them look good in turn makes you and your company an invaluable resource to them.
- 12. Be a little extra! Know your client’s birthday and celebrate. Learn what their favorite “things” are—favorite snacks, favorite alcoholic beverages, favorite restaurants, favorite Starbucks drink order... you get the idea. When it makes sense, send them a little something that is their favorite. If they have kids, know their names. If they have hobbies, know what they are. Know the nuances of what makes a good or bad day for them personally or professionally.
- 13. Remote work grew 44% over the last 5 years, before Covid turned the world upside down. Your client may be right there in the same boat with you—just looking to do great work together & to get to know you, too. Let’s not forget, there’s a chance some of your clients WFH, too
- 14. Results Driven. Digital Forward. We are a people-first B2B digital marketing agency. www.proofpoint.marketing