If you want your business to succeed, you need to have a good rapport with your clients. It’s vital that they enjoy doing business with you so that they don’t get tempted to try out a competitor.
There are many ways to ensure your business has a good rapport and that each touchpoint provides a consistent brand experience. This includes using customer support and data platforms to monitor sales progress. It also includes integrating content creation apps for social media and blogging.
But let’s first look at why having a good rapport is important for you and your customers.
Having a good rapport with your customers can lead to the following three improvements for your business:
A good reputation is like marketing gold. You can do so much more with your business if people think highly of it. Customers will happily tell other people about your company and why they like to buy from you. This will lead to more people turning to your business when they need similar goods or services. It’s lead generation 101.
Loyalty is one of the hardest customer traits to gain in today’s world. We’re all looking for the next big thing or wanting to try something new for the dopamine hit that comes from exploring. The digital world is pushing us to be less loyal to brands and consume from as many different sources as possible.
When you have a good rapport with your customers, you’ll find that they’re far more likely to return to your business again and again. In fact, a study has shown that people still value great customer service over a cheaper price.
When you combine better loyalty from existing customers and great word-of-mouth marketing from your reputation, you get an increase in your sales. This is because you have people coming back to your business time and again, as well as those customers spreading the word that your company is the one other people should buy from too.
Building a good rapport with your customers comes from various elements. The most important is to ensure that every touchpoint reminds customers of why your business is their best option. This includes something as simple as your invoice.
Here’s how you can use your invoice as a final touch to remind customers that your business is the best:
An invoice should always get sent promptly on the agreed upon day. This could be as soon as the sale is complete, a day or two after a project is handed over, or on a specific date each month for retainer work. This immediately tells the client that you are professional, efficient and well-organized.
It’s also a great idea to send your invoice with a personal note to your customer. Tell them how it was a pleasure doing business with them and that you hope to be of service in the future. This sets a wonderful tone for the conclusion of that particular job or sale.
You could also indicate to them that you have other services or products that they might be interested in based on this transaction. Just be sure to do this in a tasteful way and don’t be too pushy about it.
The next step in setting a professional tone is to make it easy for the customer to make a payment. If you can provide several payment options, customers will feel at ease and most likely pay you faster. People like to make payments in a manner that suits them and is familiar. This could be anything from a bank transfer to a credit card, PayPal or Apple Pay.
In addition to making it easier and more convenient for customers to make payments, you should set out in writing exactly when payment is due. Payment terms need to be clear and easily visible. This prevents those awkward conversations where you have to chase payment, leaving a bad taste in everyone’s mouth and ruining that good rapport.
An invoice should be clear, and the information on it should be accurate and easy to understand. Your customer should be able to look at the invoice and immediately see what they’re getting charged for. This means using terminology and descriptions that you used when dealing with the client.
If the invoice is for project-based work, make sure you give the project a name that you and your client understand. Also include the dates of the project and which services or products fell into each date range.
Finally, you want your invoice to look like it comes from your company. You don’t want to send a generic invoice that has no branding at all. This won’t remind your customer of your business, of the relationship they’ve had with you up until now and what makes your company memorable.
Remember, invoice processing for your customers might not take place straight after a sale or the completion of a job. You want them to see your invoice and immediately recognize who sent it and what it’s for, even if some time has elapsed.
This means including your logo, your brand colors and even fonts that you use on other marketing or promotional materials. If you fail to brand your invoice, you’re missing out on an enormous marketing opportunity. And it’s a marketing opportunity that’s 100% free.
From the first time a customer sees your company’s marketing material, right through to receiving your invoice at the end of a transaction, you need to ensure that your business is putting its best foot forward throughout the sales funnel. Don’t neglect your invoice and the impact it can have on your customers. It’s a valuable marketing tool that builds rapport and establishes a reputation that lasts.