BRX Pro Tip: Communicate Results
Stone Payton : Welcome back to Business RadioX Pro Tips. Stone Payton, Lee Kantor here with you. Lee, what are some best practices you think on – I don’t know – the care and feeding of your clients, really nurturing those client relationships over time?
Lee Kantor: I think it’s so important that you invest some time in communicating results and reminding your client of the results that you’re delivering because sometimes your client forgets or they don’t remember. Or even when it comes to the why they hired you, that you’ve been doing so much work for them, they don’t understand, you know, what are the metrics that matter.
Lee Kantor: So to periodically have conversations with your clients and have them understand the value you’re delivering is super important. Most professional service providers forget about this. And like at Business RadioX, our clients hire us because they want to keep the clients they have or the members they have, and they want to get new ones. So if I showed them download numbers or social media engagement, that’s nice. But that’s not really the metric that matters to them because they’re trying to measure new clients and client and member retention and growth.
Lee Kantor: So if I’m just showing them download numbers, yay! Lots of people downloaded it. But does that mean we have more members? Does that mean we have more clients? Is our – are our members staying longer? Is our client staying longer? That’s the stuff that matters. So that’s the information that I have to deliver to them.
Lee Kantor: So you have to connect the dots between the service and the organization. And you have to do this on behalf of the client because sometimes they don’t know how to count the metrics properly or they don’t really understand or remember that, oh, you know, that big client, you got them because they came on a show here. That’s why you met them. That’s how you were able to build the relationship because sometimes they forget.
Lee Kantor: So if you’re not kind of advocating for yourself, it’s going to be very easy to forget that you were really the instrumental in the growth of their company. So you have to spend some time reminding those, your clients of the value you’re delivering, and then you really have to focus on the results that are the must-haves and not the nice-to-haves. And don’t confuse the two.
