Client-facing roles can be tricky. Even if you and your employees have the best intentions, one hiccup or slip-up can permanently alter a working relationship. And client or customer turnover affects your bottom line—it’s six to seven times costlier for companies to attract new customers than keep the ones it currently has.
Not to mention, dissatisfied clients could spill the beans on their experience with your company and totally negate all your brand-building efforts. Your company is only as good as its reputation!
Is your company prepared to handle common client-facing challenges? If a relationship with your client goes south, professional liability insurance can potentially save the day and your finances (like if a seriously disgruntled client takes you to court over a contract dispute).
But of course, you hope that it never gets to that point. Building and maintaining successful, lasting relationships with your clients and customers starts way before your first interaction.
Here are three ways you and your employees can excel in client-facing positions:
Hire well for client-facing roles
Roles like brand ambassador, customer service specialist, sales manager and many more require the right candidates to handle the job. Let’s face it: it can be stressful balancing the wants and needs of customers and clients with those of your company. And what’s more, these team members must be quick as lightning on their feet.
The first step is making sure you have the right people in place to fulfill these duties. After all, 52 percent of companies claim that “their inability to hire the right candidates has a medium- to high-level impact on their ability to serve customers.”
Above all, clients and customers want to feel heard, understood and validated. That’s why you can’t go wrong hiring candidates who take a creative approach to problem solving. In your interviews, be sure to ask potential hires how they would resolve certain unexpected situations to get a sense of their prowess in this area.
You’ll also want to hire employees who can communicate in a reassuring and empathetic way. You can always train for specific skills and best practices, but there’s simply no replacement for being a good listener and an engaging communicator.
Make customer service part of company culture
When you’re busy crafting your company culture, don’t forget to make client and customer communication a top value from the get go. Don’t just pay lip service to how you’d like customers and clients to view your business; make it a top-down priority to put them first. It’s a win-win for your company and for the clients and customers that literally keep your operation running.
Protect against professional liability damages
As the Insurance Information Institute writes, businesses that provide advice, counsel or services to clients should purchase professional liability insurance (also known as errors and omissions). Why? Because you could be held responsible for a client’s losses on the grounds of “negligence, misrepresentation, violation of good faith and fair dealing or inaccurate advice.”
You advise your clients and customers the best you can, but you simply can’t predict every outcome. Spare yourself the drama (and court fees) and make sure that your professional liability insurance policy has your back.
Visit CoverHound today to compare coverage options for your growing business.