Silence Is Deadly: 5 Ways To Build Effective Client Communication Practices

By Steve Farnan, ConnectWise

You’ve probably heard the phrase “Silence is golden” once or twice. Well, when it comes to your business, it’s definitely not true. In fact, it could be a sign of trouble. Effective client communication is a big part of a long-term growth strategy. If your clients are suffering in silence, you’re probably going to lose them without the chance to patch the relationship.

While a happy client won’t see the need to reach out and say things are going well, a frustrated client is equally as likely to keep their problems to themselves until it’s too late. The last thing you want is to find yourself saying, “I had no idea” to a client who’s on the way out the door. If you’re a technology solution provider (TSP) who’s relying on monthly recurring revenue, losing out on even one or two decently sized clients could have a serious impact on your revenue, margins, and company health.

Staying aligned with your clients’ needs means cementing your relationship with each client and making sure they really understand your value. That starts with open client communication. The more your clients know you, and the better individual users can use and understand your products, the better off you’ll be.

So, how do you manage effective client communication at all times to prevent those unpleasant surprises? Don’t worry; there are some simple ways to keep your eyes and ears on your clients’ needs.