How to ace client relationships in 2023?

 

Uncovering the secret to successful client relationships!

 

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Business
 
May 11, 2023
 
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How to ace client relationships in 2023?
 

What is the key to a successful business in 2023?

The simple answer is client relationship!

Building a working relationship with your clients is pivotal to the long-term success of a business.

This involves having a strong connection based on mutual trust and communication that helps your clients feel more secure and connected with your brand.  This can also lead to growing customer retention and loyalty.

However, there are many more benefits to using the superpowers of relationship marketing. In this feature, we understand how to ace client relationships in the cleaning industry, especially moving into 2023. 

Salim Ali Hamad Al Harthi, General Manager, Oman Airport

Tourism is one of the main sources of income for many countries, major countries, such as France, Spain and America, Middle East, Fareast, and many more. Whether they come through the land, sea or aerial routes, a tourist’s perception of a country is largely determined by the cleanness of streets,

roads, hotels and public facilities. The question that arises is what the countries do to elevate the visitor’s experience, especially through cleanliness, which is the gate of positive experience and will make the guest come back.

This is what a tourist said about Oman. Everyone who visits this country returns to this country with positive impressions of the country and its good people. No one is surprised by the extraordinary level of cleanliness that characterizes the various regions of the Sultanate. Oman is one of the few countries in the world that are characterized by a high level of cleanliness. This includes everything that requires being clean and pure, including souls.

The Sultanate’s distinction in cleanliness is an important tool for promoting tourism, and its distinction in this matter provides a model that can be followed by various countries, especially those in which tourism constitutes an important percentage of their national income, and its distinction in it establishes an important behavior that is unfortunately missed by the children of many countries for many reasons.

Oman is beautiful with its people, their behavior, their sophistication, morals and kindness, and what distinguishes all of its places is the cleanliness that is not available even in some famous capitals in the west.

Another example in terms of public hygiene as a tourist demand where even the ideals in Singapore were put to the test was the outbreak of the Coronavirus, at a time when good personal hygiene practices became a matter of life and death.

A guest said that every time I step off the plane at Oman Airports, my senses are awakened by the coolness of the air-conditioning and the scent of orchids wafting from the air fresheners scattered throughout the airport. Although all the airports of the world may seem similar, on the way to the passport control point, you will breathe in the fragrant air and see clean, neat green walls, coordinated water fountains, teams of human and robot cleaners, and advanced restrooms with interactive screens for commenting.

In addition, if you think that the city will be at the same level of cleanliness and order, when you leave the airport, you will not be disappointed. He then listed some points that would make countries build this complementary system from the level of cleanliness and never deviate from it:

-Preserving the cleanliness of our environment and its surroundings takes several aspects, from a human aspect. Every member of society must strive towards providing a clean environment free of any pollution. Just as we provide care and attention for our children and ourselves, and we are afraid of any harm, so is the case with the environment, so it is our duty to give it its full right.

- It is a responsibility as individuals to arrange them, as we can positively influence and play a major role on them by planting trees, beautifying them with flowers, and taking care of their cleanliness The communities of the communities in the communities of the communities.

-There is another aspect, which is the moral aspect that falls under the saying, “Cleanliness is part of faith, so the extent of your faith is your cleanliness.

- A problem can only be solved through the implementation and application of applicable laws that protects the environment from damage resulting from negative behaviors.

We must not blame others and forget ourselves. Together we can preserve our environment. Let we begin our duty now towards it. All authorities in the country must play their role and cultivate a culture of public cleanliness. It is not an increase in service or a luxury, but rather it is a basic need and the least that a person expects, whether he is a guest or residences.

Leelavathi Nannuru, Complex Director of Housekeeping, Le Meridien Dubai Hotel and Conference Center, Aloft/Element Almina, Aloft/Element Airport, Le Meridien Fairway, 

We ensure that guests have an excellent experience with us at Le Meridien Dubai Hotel & Conference Centre, before the guest even arrives, we share a pre-arrival welcome letter to check if they have any preferences of the rooms as well as sharing all of the amenities, facilities, operation timings and restaurant promotions which they can explore during their stay.

On arrival, we prepare amenities and for frequent members, we have personalized welcome cards placed in their rooms. During their stay, we conduct an in-stay satisfaction check by the operations team and on departure, there are follow ups and emails to ensure that the guest was satisfied and all of their needs were met.

Internally we also do monthly trainings with our teams to as well as brainstorming sessions to create some ‘WOW’ moments for guests to make their stay just a little extra special.

Vijayshankar Kavasseri, Operations Director, Musanadah Facilities Management

There are certain key factors that help companies to ace client relationships in 2023. 

Company Portfolio

An important step in building relationships with clients is a digitized online portfolio that is easy and enjoyable to navigate, and showcases information about the company and its current and future plans. This will help in building instant trust between the company and the client.

Social Media Activities

With over half of the world’s population using social media, platforms like Facebook, Instagram or Twitter LinkedIn Corporation are a natural place to reach new and highly targeted potential customers.

Social media can help you engage with your client and find out what people are saying about your business. You can also use social media for advertising, promotional giveaways and mobile applications.

MFM has been at the forefront of the social media platform and has shown great progress in the past 18 months in gaining new followers. Recently we have also launched out FACEBOOK channel to have more followers and integrate our employees into our accomplishments and ensure that they have access to opinion as they are the major stakeholder in client relationships.

Use the right tools (new technology trends)

Use the right technology to nurture client relationships. It’s important to provide a choice of communication channels and to keep all your client details in one accessible CRM, CAFM system.

If you’re going to impress clients by getting work done ahead of schedule, you can use time and task management tools, as well as automation tools. We at MFM currently have various initiatives under our common Digital Transformation (DT) endeavor which includes a client portal and employee portal thus enabling both stakeholder’s direct access.

Effective communication

We’re not just talking about the importance of regular communication, but about how you communicate. It’s important to be polite, positive, and professional. Some like to talk on the phone, while others prefer email. Instant messaging is ideal for quick updates, and video calls are good for face-to-face engagement.

Skilled workforce

Positive Work Relationships -Skilled workforce improve workplace relations, as they will be able to get on with the job at hand and work harmoniously with your client. It makes for a happy workplace, employee loyalty and customer appreciation.

Having the skills and tools to treat clients well creates a positive environment with less stress and improved morale. MFM is one of the few companies in KSA which is BICSc accredited – Soft services and also IAM (Institute of Asset Management- Hard services) We also have plans to offer all of the FM’s and senior personnel the opportunity to undertake IFMA training courses for certification.

Meet them in person

One good relationship management strategy is to meet face to face with clients, whenever possible or at least for the first meeting. This can help you form a connection. Meeting with them just once goes a long way to helping them relate to you as a person as opposed to seeing you as just an email address.

We at MFM have done this by having Regional Operations Managers for the Central/Western and Eastern region in KSA who are responsible for service delivery and client satisfaction matrices which we monitor.

Deliver what you promise

Whether it’s completing a project ahead of the deadline, or following up on a problem, always make sure that you can fulfill what you’ve promised the client.

We at MFM believe and work by our core values of ‘’PERFORM’’

Passion.

Excellence.

Respect.

Fun.

Openness.

Reliability.

Meaning.

My final thoughts are that maintaining strong client relationships is vital to the success of your business.

With the right skills and tools in place, we are confident we shall be able to drive revenue and growth, increase loyalty and referrals, and improve the overall experience for both customers and employees.

This is being done by use of an NPS survey which we administer to all our clients and thus have a benchmark of our current service levels and the areas to improve.