As you focus on your business development, you will likely reach a point where you can no longer manage every aspect of your business. This is an exciting step in the growth of your company, and it allows you to devote your energy to your own strengths and passions while letting the rest of your staff handle those items that they are well qualified to handle. However, the act of delegating responsibilities can worry anxious clients, so here are 4 tips to communicate your dedication even as you allow your team to step up to the plate with client relationships.
Step 1: Create a Personalized Introduction
It’s natural for your clients to feel disappointed when they’re passed along to an unknown associate but crafting a personalized introduction can help ease their anxiety. Take copious notes on the likes, dislikes, and personalities of each client and include them in the account information when onboarding new team members in the lead role of account manager. Ideally, you want to invite your clients to the office for face-to-face introductions to facilitate all parties getting to know each other. Finding shared connections like sports teams, hometowns, or hobbies can create instant rapport at the initial meeting. Brainstorm these connections in advance to support rapport building while creating the space for a smooth transition.
Step 2: Focus on the Positives
When you inform your clients of the change in responsibilities, it’s important to frame the transition in a positive light. The best way to do this is to highlight that the reallocation of responsibility will better allow you to prioritize your own skills, while delegating the other details to your associates who are well qualified to handle all that they will be responsible for. Emphasize your team capabilities and reinforce the point that they will continue to be well taken care of while you will still be providing clarity of direction and monitoring the results for each account. You will remain in close communication with your team members to ensure everything is running smoothly.
Step 3: Emphasize Accountability
One of the simplest ways to set your clients at ease during a transition is to outline the leadership structure that they will experience. Make it clear which team member will manage each task and set up regular meetings to review the status of each account. Emphasizing that the supervision of each account will be a team effort will increase client confidence during a transition, particularly if they have multiple people that they can contact when concerns arise. Ensure that your team responds quickly to client needs during the transition and afterwards. Add a message at the bottom of the email that recommends the correct contact for that task in the future and cc that colleague directly on the email. This provides the level of support that clients expect while still allowing them to note the right person to reach out to in the future.
Step 4: Stay in Close Contact
As you transition accounts, reach out to them and confirm that they are happy with the new experience. In addition to monitoring client satisfaction, this also reminds them that you are involved in the process and still care about their wellbeing. If concerns arise, quickly address them with your team so they can adjust their strategies in support of the client.
It can be challenging to adjust your role with clients although the key to a smooth transition is strategic planning in advance with your team on client relationships and approaching the changes consciously in support of a positive transition for both your clients and colleagues. Follow these steps to ensure that your clients are cared for and content!