Building strong relationships with business clients is a vital way to earn their trust and boost rates of reengagement. Communication is key to this, as is maintaining a policy of openness and transparency.

1. ROB TOLLEY
LONDON
CEO and Co-Founder of Global Specialty Underwriters

2. How to Build Better Client
Relationships
Building strong relationships with business clients is a vital way to
earn their trust and boost rates of reengagement.
Communication is key to this, as is maintaining a policy of
openness and transparency.
As well as generating repeat business, building strong
relationships with clients is an effective means of bringing in new
customers on the back of recommendations.
Consistent Communication
Successful CEOs – like Rob Tolley (former London broker), the
CEO of Global Specialty Underwriters LLC – know that efficient
and timely communication throughout a project is crucial. From
the beginning, a business should make it clear to their client that
they’re keen to work together to create value statements that
align with the client’s goals and that these agreed-upon
statements will be monitored throughout the project.
Regular check-ins are a good way to foster effective
communication, at a frequency that works for both the business
and the client. These should incorporate project updates and act
as an opportunity to raise any questions or address any issues
that have come to light.

3. Develop an Onboarding Process
Once a business has secured a new client, having a consistent
onboarding process can help to lay the foundation for seamless
execution and clear communication. This onboarding process
could include, for example, a welcome kit that’s sent to the client
and ensuring that all necessary parties have access to the
dashboards, tools and accounts needed. A kick-off meeting, with
perhaps a more informal atmosphere, is also a great way to get
things started.
Maintain a Solution-Oriented Approach
When it comes to strong client relationships, maintaining a
solution-oriented outlook, even when something has gone wrong
or a mistake has been made, can set a business apart from
others. To promote this approach, address any issues that arise
immediately, remain calm, apologise if necessary and offer
solutions to the problem, consulting with the team first to
strategize where appropriate.
How to Build Better Client
Relationships

4. The Importance of Asking for Feedback
Requesting and receiving feedback from a client at the end of a
project is an invaluable opportunity to identify areas where a
business can improve. This also sends a clear message to the
client that their opinion is appreciated.
Creating a survey or questionnaire to send to clients is an
effective means of capturing feedback, and sending a note of
thanks upon receiving a completed feedback form further
demonstrates to the client that their time is valued.
How to Build Better Client
Relationships