10 Clients You’ll Meet and How Salesforce
5 min read | June 16th, 2022
1. The Client with a Bad Experience
The client who has had a negative experience in the past is likely to be reluctant to work with someone again in the future. In this scenario it’s best to sympathize with the client about what they experienced, listen to their concerns and do what you can to reassure them that what your business is doing is different.
2. The Client Who Needs the Job Done ASAP
Sometimes, a client will come to you with a sense of urgency and will often request a quick deadline. Here, it’s important to understand the client’s project timeline and whether or not your business is equipped with the capabilities to deliver the fast turnaround they’re seeking. Having an honest conversation with the client is critical. It is necessary to determine how set in stone their deadline is and explain any time constraints your organization may be facing. It’s paramount to work with your client to develop a timeline that is realistic so as to not establish an expectation you may not be able to meet.
3. The Client Who Is Unresponsive
Picture this, it’s been weeks since the project began; you’ve been calling, messaging and emailing your client but they’ve been radio silent. Now with the project deadline only a few months away, they suddenly reappear and are demanding that things happen more quickly or differently than originally agreed upon. If you find yourself dealing with an unresponsive client, it can be incredibly frustrating. It’s important that at the start of the project, your team and the client set periodic meeting times to touch base about important project updates. If your client becomes distant, gently remind them about the necessity of these meetings. Patience is key, but it’s also important to discuss the importance of your time for effective project completion.
4. The Client That Micromanages
Unlike the unresponsive client, the client who micromanages is concerned with all aspects of the project and has to be in the know on every little detail. These clients will frequently call, message and email you questioning your process and ask for updates sooner than may be available. In these scenarios, establishing clear boundaries is critical. It can also be helpful to establish a project timeline from the beginning and outline a time frame where you’ll be available to take calls and messages. Be honest with your client about your business’s expertise and provide examples of past successful projects as a means to reassure them.
5. The Client Who’s Uncertain
Occasionally, you’ll encounter a client who isn’t really sure what they want from your business. These clients may have a clear idea of what they want the end result to be, but are unsure of how to get there. In these situations, it’s best to sit down with your client and discuss the different approaches you could take to solve their problem. When you’ve come to a decision on what makes the most sense, be sure to document it as a reference point for your client should they need a refresher in the future.
6. The Client That’s Indecisive
When dealing with a client who struggles to come to a clear decision, it is helpful to meet with them and discuss what their goals and objectives are. This way, you can better assist them by providing option recommendations that best suit their needs. By narrowing down their options, it can make deciding on one significantly less intimidating.
7. The Client Concerned About Costs
It’s a reasonable concern for any client to be weary of exact costs. This can be challenging if you work in an industry where a cost estimate is generated beforehand and varies slightly after the project has been completed. Discussing any areas of possible price fluctuations is critical and it’s important to have open communication with your client throughout the project to consult with them on any additional fees that may arise.
8. The Client Who Is Ultra-Efficient
The client that likes to keep things short, sweet and to the point. When facing a client like this, it’s best to meet them where they’re at. This means avoid any unnecessary fluff and present clear facts and data where necessary. These clients aren’t overly concerned with the process, they just want to make sure the outcome is what they want and will help to simplify their own work processes. Here, directness is key.
9. The Client Who Is Afraid to Speak Up
These clients can be tricky. They’re deeply appreciative of the work you’re doing but are fearful of bringing up any criticisms or questions about your services. This runs the risk of them being ultimately disappointed in the long run so it’s critical that you let them know how important their opinion and feedback is in this process. Let the client know their voice is being heard and offer solutions that work for both of you.
10. The Client Who Wants to Make Changes After the Project Has Finished
It’s a worst case scenario; you’ve finished implementing the project and now the client comes to you with a change that could result in you having to redo a simple component — or the entire project. Before adhering to the client’s request, make sure that the client understands the full financial and logistical implications of doing so. It’s important that the client receives a solution that works best for them but transparency about additional time and costs is paramount.
The way you initially interact with a client often sets the stage for your working relationship. Having a comprehensive understanding of the client you’re facing can vastly improve the quality of services you provide and ensure that you’re providing a solution that has been curated for their specific needs.
How to Leverage Salesforce to Exceed Client Expectations
There are many reasons why Salesforce continually ranks as the world’s #1 CRM among developers, business executives, small to mid-level professionals, and the like. Among those reasons are Salesforce’s abundance of products and services available to help elevate the client experience, which is critically important for the current market of business. In fact, as of 2020, 92% of customers state that a positive customer service experience increases the likelihood of them making another purchase. However, the way in which we communicate with customers has evolved over recent years. To date, 80% of consumers expect to conduct more business online, which is why it’s imperative that businesses are able to connect with clients and customers from a variety of channels. Here are Salesforce solutions that can help:
Salesforce Service Cloud
Strengthen connections with the power of Service Cloud. Whether you’re connecting via phone, email, chat, or messaging, Salesforce Service Cloud closes the communication gap. Engage with clients on their preferred channel and store all digital interactions in one place to exceed customer expectations from anywhere at any time.
Salesforce Experience Cloud (DXP)
Salesforce Experience Cloud makes it easy for businesses to create content in one place and deliver it anywhere – from websites and apps to digital portals and beyond. Make interactions more meaningful with intelligent data. Preconfigured and customizable Lightning dashboards display key metrics, allowing your team to optimize engagement and reinvent the way you connect with your clients.
Salesforce Marketing Cloud
Marketing Cloud’s advanced capabilities capture and unify customer data across all mediums for a 360 degree view of relevant information. Quickly obtain accurate and comprehensive profiles for customers to unlock intelligent target audiences, easily predict the next best action and recommend products based upon prior engagements.
Connect any system, application, or data source for a single view of customers with the #1 integration platform. Cutting edge customer experiences begin with APIs. Mulesoft brings all data to one platform and creates a single source of truth for all vital customer information. Engage directly with customers through both digital and in-person channels with relevant data to deliver a better customer experience.
Salesforce CRM Analytics
Formerly Tableau, CRM Analytics serves as the gold standard for data. Dive head first into your business and extract meaningful insights from data to better serve and collaborate with your customers and teams.
Are You a Client With a Bad Experience?
Access Global Group can help! With 15 years in the Salesforce Consulting, Support, and Managed Services industry, we’ve seen just about every client imaginable. We’ve adopted a unique project methodology of customer-centricity, ensuring that our clients’ needs are at the forefront of every interaction.
Deciding to implement Salesforce is a big decision for any organization, so making sure that it is set up properly the first time is critical. AGG’s team of Salesforce Summit level partners takes the time to understand your company’s specific needs and requirements. This allows us to build a system that is tailor made for your business practices. With every meeting and interaction, client satisfaction is our goal. By leveraging our team of experts, you’ll have the confidence needed to move forward with your new system.
Want to know more? Reach out to us here, we can’t wait to work with you!
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