Staffing firms depend on a large and satisfied client base for success. Sometimes, client acquisition is so much of a focus that client retention takes a backseat. However, it’s important not to underestimate the impact existing clients have on a staffing agency – not only in terms of revenue, but also through their opinions, whether online or via word of mouth, that can influence whether other companies decide to try a firm’s services. Managing relationships with clients is not the sole province of people who are in sales or customer service as part of their job titles – instead, it’s everyone’s job to keep clients happy. Here are a few ways to do just that:
Get to Know How Each Client Communicates
There is no one-size-fits-all approach to client communication, especially in the digital age with its abundance of options for keeping in touch. Staffing professionals should find out how each of their clients prefer to communicate, whether it’s on the phone, through email or even via social media, and make an effort to honor that preference. While it seems like a small gesture, communicating appropriately can go a long way in ensuring clients feel heard, and in getting the right information to them at the right time.
Let Everyone Take Care of Clients
Empowering employees to make decisions about client relationships is important, to a point. Not everyone can have the power to do anything they like for clients, but employees who interact with them should have the ability to make real changes when they are necessary. Very important procedures and big alterations should of course be left to qualified professionals, but letting everyone who is involved in client relationships start solving problems can help immensely, according to Nick Peart, marketing director of Zendesk.
Always Perform Highly
One of the most effective ways to keep clients happy is to delivery top-quality work every time, according to Recruiting Blogs. For staffing firms, this means always providing candidates of the best caliber, never overpromising when a request may not be possible and remaining scrupulously honest. With these tenets in place, a relationship will naturally grow over time, leading to satisfaction and trust.
Invest in Customer Relationship Management Tools
Customer relationship management software, especially when it’s integrated with a firm’s staffing software overall, can transform how everyone at an agency works with clients. While it won’t replace essential communication skills and knowledge, CRM for recruiting and staffing can automate and coordinate tasks to an extent that just isn’t possible any other way. Freeing employees from the mundane tasks associated with customer relationship management gives them time to focus on the gestures and conversations that will make a real impact.
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