A Personal Touch for Professional Results
It’s a universally acknowledged truth that a successful business requires having strong relationships with clients and employees alike. And yet between the nuanced dynamics and boundaries at play and the often transactional aspect of interactions, building them can sometimes feel difficult and complicated. But it doesn’t have to be—simply utilize the same principles you follow, whether consciously or subconsciously, in your friendships and family bonds. Add the following five keys to your arsenal, and you’ll be better able to cultivate meaningful relationships throughout your business sphere.
Trust
At the heart of every enduring partnership—no matter if it’s with a loved one, a valued client, or a loyal employee—is trust. After all, no one may want to open up, repeatedly give their money, or provide their full efforts to someone they don’t believe has their best interests at heart. In your personal life, this trust is earned through honesty, reliability, and empathy, three qualities that are equally essential in business. When you demonstrate them to your clients, they’ll be willing to stick with you through thick and thin and even refer you to their friends and family. Likewise, your employees will be more compelled to give you their best work, support new initiatives and goals, and advocate for your brand.
Communication
Authentic communication is another cornerstone of strong relationships. I’m sure we’ve all seen a TV show or movie where there’d be no plot if the characters would just talk to each other, right? In business, this trait is less about being personally vulnerable, though, and more about demonstrating transparency and genuineness, such as by sharing your enthusiasm, goals, setbacks, and disappointments, being truthful about both yours and others’ mistakes, and following up with corrective action.
Internally, feedback that goes up and down the corporate ladder will foster collaboration, innovation, and a positive work environment, developing a culture of mutual respect that can even help the occasional miscommunication be managed more productively. And with clients, using clear and direct language while also being open about your limitations and addressing their concerns in detail will build trust and ensure that they feel like they’re being heard and seen as individuals.
Commitment
Impressions of your integrity are heavily influenced by how well you hold to your commitments, so it’s essential to always give a good-faith effort to honor them. When your clients see that you’re dedicated to keeping your promises and solving their problems, they’re more likely to feel confident in your services and appreciated for their business. Similarly, when your employees see your devotion to their welfare and advancement, they may experience greater enthusiasm about their work and remain invested in your business.
A simple way to demonstrate your commitment is to stick to appointments. If you have a meeting, don’t reschedule it unless it’s absolutely necessary and respect start and end times. Further, remove distractions like cell phones so you can give your clients and employees your full attention. And if missing one is unavoidable, go back to the previous key: communicate with the other participants about it, expressing your regrets while accepting responsibility, explaining your reasoning, and offering a way to make it up to them.
Consistency
Just as your friends and family rely on you to be there for them, your clients and employees expect stability and dependability from you. When it comes to customers, ensure that all interactions follow the same procedures, from initial contact to after-sales service, and maintain a coherent brand image across all platforms (website, social media, physical locations, etc.) to reinforce confidence and recognition. Just as important, continuously deliver high-quality products and services that meet or exceed expectations, being transparent with your pricing policies to avoid confusion and build trust.
In the same vein, your team will benefit from having consistent standards and expectations. Clearly establish your company’s mission, vision, and values and how they translate in the workplace, then repeatedly reiterate them and use them as the basis for regular and uniform performance reviews. When employees have a well-defined sense of how they should perform and see that everyone is held equally accountable, they will have more faith in you as a leader and develop into a stronger team.
Investment
Investing in your business relationships like you do with your personal ones will grow them in ways that benefit your company’s long-term success. Primarily, this involves making yourself visible and available. With clients, this may mean attending industry events, staying connected through social media, and arranging time to meet face-to-face. And for employees, periodically visit with different departments, provide a feasible avenue for connecting with you, and take time to show your appreciation—you’d be amazed at what a simply “thank you” can do.
If circumstances allow, look for opportunities outside of a work context to connect as well. Even national companies can host regional events where clients can come together with their families and friends to meet you and your employees in a casual setting for fun and games. Similarly, employees will appreciate being invited to a company-sponsored event like a weekend picnic or online game night or having the option to select a gratitude gift from a service like Snappy.
Remember, your clients and employees are people, too, with their own hopes, dreams, and challenges. By applying the principles of healthy personal relationships, you can position yourself as a valued adviser and leader to create strong business connections that lead to a thriving professional life.
TAKE ACTION:
Brainstorm for the best ways to nurture your relationships with your team members and clients.
ABOUT THE AUTHOR: Luke Acree is an authority on leadership, a lead-generation specialist, and a referral expert who has helped more than 30,000 entrepreneurs and small businesses grow their companies. He hosts Stay Paid, a sales and marketing podcast, and has been featured in Entrepreneur, Forbes, and Foundr.com.