Without clients, a business has no commercial benefit. Without good clients, a business must work harder for the commercial benefit it is due. It is therefore in the interests of all business owners to invest in and actively promote positive client relations.
There are a few key reasons why it pays to have, not just ‘satisfied’ clients but ‘happy’ clients.
Happy clients stay: Within most industries, there is a ready, waiting selection of competitors who would be delighted to pick up wandering clients who have become dissatisfied with your offering. Happy clients refer other clients. Clients are more likely to promote your reputation and mention you to their peers when they believe they are receiving exceptional service and feel a personal connection with you and your staff.
Happy customers are more likely to pay bills on time and less likely to dispute fees or pick fault with your products or services. This can greatly alleviate many of the headaches associated with debt recovery, meaning debt collection is faster and work efficiency is improved.
So how can you keep your clients in the ‘happy’ zone and prevent them sliding toward ‘merely satisfied’ or worse?
Debt recovery: a common cause of strained client relations
Most businesses know how to promote healthy business relationships in the good seasons, but struggle when the going gets tough. For example, what happens when a formerly good client suddenly accrues a long overdue account or disputes charges on a bill?
Three common debt recovery mistakes can cause an irretrievable breakdown in a client relationship.
Becoming the adversary instead of the ally
Unfortunately, many businesses don’t know how ‘hard’ to go on debtors in the recovery process and will often hastily adopt an adversarial mindset when a dispute arises. While forcefully standing your ground may seem like your only option, a sudden harsh change of tone in your dealings with clients can cause them to second guess the genuineness of all your prior positive dealings and cause them to lose trust.
Having negative interactions with clients
Limiting your interactions with clients to positive matters promotes positive client relations. As soon as you begin contacting them to discuss ‘negative’ subject matter such as overdue debts they immediately associate the contact with you in a negative light and avoidance may result. This is easily overcome by having an independent firm care for your debt collection and recovery, as the client associates negative feelings with your agent and not your business.
Hiring the wrong debt collector
Another common mistake is hiring inexperienced debt collectors who do not treat your clients with respect or consideration and thereby tarnish your reputation. A good debt collector understands that they are an extension of your business and their actions can impact your reputation. Choose a debt collection Agency in Sydney that will treat your clients in such a way that will promote future business relations.
If you think your current debt recovery practices might be damaging your client relationships, talk to us about how we can assist. Our debt collectors in Melbourne, Sydney and Brisbane are experienced, trained professionals who can work with you to promote positive client relations and the growth and productivity of your business.
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