Importance of Consistency in Client Communication

Skills get you hired. Communication gets you re-hired. You can be excellent at your legal skills, but if you lack effective communication, your boat will sink — a lesson I learnt the hard way. Because one thing clients appreciate more than anything else is: 👉 “Being kept in the loop.” Example: You get hired on Tuesday. You promise to deliver by Sunday. By Saturday, 70% of the work is already done. Don’t stay silent until the deadline. Instead, drop a quick update: “I’m finalising the last stretch and will share the complete draft tomorrow.” Even better — once 50% of the work is done, send it across for feedback before you move forward. This one habit does three powerful things: ✔️ Gives clients clarity on progress ✔️ Builds real trust ✔️ Increases retention and repeat work In freelancing, communication isn’t a soft skill; it’s a business strategy. And if you want to build long-term client relationships, start here.

Our biggest client didn’t respond for 2 years. In 2019, we were working towards a project worth a significant amount. We had navigated the conversation for 5 years without a direct line of communication. We met at conferences, exchanged messages through mutual connections, but we couldn't get direct contact. Finally, we had a call with them, but then NO RESPONSE. It felt like 5 years of hard work went in vain. But, at Hexaview Technologies Inc., we don’t give up. 𝗦𝗼, 𝘄𝗵𝗮𝘁 𝗱𝗶𝗱 𝘄𝗲 𝗱𝗼? We took it as an opportunity to spread more positivity and add more value. For those two years of silence, we didn’t disappear. We stayed connected. We wished them happy birthdays, celebrated milestones like our 5th anniversary, and expressed gratitude whenever we received recognition. We kept them in the loop, not with pitches, but with genuine human touchpoints. 𝗧𝗵𝗲𝗻 𝗶𝘁 𝗵𝗮𝗽𝗽𝗲𝗻𝗲𝗱. After those two long years, they came to us. Not because we had the best pitch, but because we stayed relevant. We were on their radar, not as persistent salespeople but as a company that cared enough to stay in touch. That kind of RECALL VALUE is priceless. If we hadn't kept that connection alive, they might have struggled to even remember our names or find our contact details. 𝗧𝗵𝗲 𝗟𝗲𝘀𝘀𝗼𝗻? Never underestimate the power of consistent, positive engagement. You need to be memorable, not by being pushy, but by being present. So, if your client isn't responding, don't just sit back. Keep the connections alive, even when the other side is silent. Because sometimes, it’s not about the immediate result; it’s about being remembered when the time is right. And trust me, when they do remember, the impact can be game-changing for your business. Ankit Agarwal #Hexaview #saleslesson #clientengagement

"Hey Kevin, did you find any new candidates this week? I didn't see any activity..." Nothing is worse as a Recruiter than when your clients have no idea what you're doing and are left wondering or worse are having to reach out to you to find out. This was an email I received from one of my first clients about 5 years ago, and it hit me like a brick. If my clients didn't know what I was doing, how would they understand how good I am and how unique my process is? Which reminds me of a saying my dad says: "𝐀𝐦𝐚𝐭𝐞𝐮𝐫𝐬 𝐥𝐨𝐨𝐤 𝐚𝐭 𝐭𝐡𝐞 𝐫𝐢𝐠𝐡𝐭 𝐬𝐢𝐝𝐞 𝐨𝐟 𝐭𝐡𝐞 𝐞𝐪𝐮𝐚𝐥 𝐬𝐢𝐠𝐧, 𝐚𝐧𝐝 𝐩𝐫𝐨𝐟𝐞𝐬𝐬𝐢𝐨𝐧𝐚𝐥𝐬 𝐥𝐨𝐨𝐤 𝐚𝐭 𝐭𝐡𝐞 𝐥𝐞𝐟𝐭." This means process over results. The single best client retention tool I've used as a Recruiter? Activity reports. As a recruiter, I've always believed in the power of transparency and communication when it comes to my clients and candidates. Over the years, I've seen many tools and strategies come and go, but nothing has had the lasting impact of a well-crafted activity report. Why are activity reports so powerful? Clarity and Transparency: They provide clients with a clear view of the work being done on their behalf. No more wondering what's happening behind the scenes. Trust Building: Consistently sharing detailed updates fosters trust and confidence. Clients appreciate knowing exactly where things stand. Feedback Loop: These reports create a structured opportunity for clients to share their thoughts and feedback, ensuring we're always aligned with their needs and in real time! The Results? Multiple Referrals: I've received countless referrals from clients who appreciate the insights these reports provide. Client Retention: Clients often cite these reports as a key reason they continue to work with us. They see the value and dedication in every update. A Personal Touch It's not just about the numbers. It's about the story behind them. Every activity report is an opportunity to show clients how much we care about their success. It opens up a dialogue for real-time feedback. I've never had a client come back to use my services a second time and not reference wanting to ensure that first I was still sending these activity reports and that the cadence was weekly. Yes, I love getting new clients!! LOVE LOVE IT! But I also like keeping my new clients by making them my old clients. So, if you're looking to boost client retention and build stronger relationships, consider making activity reports a part of your routine. It’s a simple step that can lead to significant results. What tools have you found most effective in retaining clients? P.s. why the random photo you ask... testing the algo!

Consistency creates trust. Say what you will do. Do what you said you would. Reliability. Consistency. Whatever you call it, it is a customer experience superpower. When a brand is clear about what its customers can expect, and then it delivers on those expectations with its product, its service, its experience, that is consistency. That builds trust. ✈ Southwest Airlines is a great example. 💺 No seat assignments. You know this when you book with them. 2️⃣ checked bags for free. You know this as well. Guess what? They didn’t used to advertise about 2 free checked bags. Because 10 years ago, that wasn’t special. Now, with all the other airlines charging, Southwest has a new point of differentiation. Because of their consistency. While The Southwest experience is changing, it is changing in a predictable way. It does not feel like a moving target. How do you create consistency in your customer experience? Share your thoughts in the comments below. 👇 And here are 5 steps to follow to build trust through consistency: 🔷Start with the end in mind. What do your customers expect from you? 🔷Identify experience elements that meet those customer expectations. Ask yourself, What can we consistently deliver that will meet our customers’ expectations? 🔷Set customers’ expectations appropriately. Make promises about what you will consistently deliver. 🔷Keep those promises with your experience. Obvious, but make sure you’re keeping your promises the vast majority of the time. 🔷Apologize and rectify when you don’t keep your promises. This reinforces that unkept promises are rare exceptions, not signs of a new pattern. If you are showing up consistently, setting expectations for an experience that customers want, and keeping those expectations in most instances, then the exceptions stay exceptions. And, in fact, they’re service recovery opportunities that reinforce the fact that you usually do keep your promises, and that you take it seriously when you don’t keep your promises. 𝗖𝗼𝗻𝘀𝗶𝘀𝘁𝗲𝗻𝗰𝘆 𝗯𝘂𝗶𝗹𝗱𝘀 𝘁𝗿𝘂𝘀𝘁. 𝗧𝗿𝘂𝘀𝘁 𝗶𝘀 𝘁𝗵𝗲 𝗺𝗼𝘀𝘁 𝗶𝗺𝗽𝗼𝗿𝘁𝗮𝗻𝘁 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗲𝗺𝗼𝘁𝗶𝗼𝗻.

Customers don’t just want great service—they want predictable service. Neuroscience shows that when experiences are consistent, it triggers feelings of trust and safety in the brain. And this is where having rock-solid systems and end-to-end feedback loops is essential. The bigger the organization, the more vital and consistent these systems need to be. Answer this: Do you have a system for regular customer follow-ups? (Human, not robot) Are your customers receiving the same high level of service every time, regardless of who they interact with? (If the answer is yes, I’ll ask you: Are you SURE?) Do you have clear processes for addressing customer issues and following through? (Do team members feel safe to report issues, and more importantly, does the proper chain of command know how to handle the issue and turn procedures from reactive to proactive?) Consistency creates familiarity, and familiarity breeds trust. If your systems aren’t delivering a reliable experience every single time, it’s time to reassess.

You've been lied to. Relationships aren’t built on trust. They’re built on 𝘤𝘰𝘯𝘴𝘪𝘴𝘵𝘦𝘯𝘤𝘺 𝘢𝘯𝘥 𝘢𝘤𝘤𝘰𝘶𝘯𝘵𝘢𝘣𝘪𝘭𝘪𝘵𝘺. Trust is just the result. I once trusted someone with everything. I believed their words. I forgave their mistakes. But they kept showing up late. Missing deadlines. Making excuses. And I kept covering for them— because I trusted them. Then one day, I realized something: They didn’t break my trust. They 𝘳𝘦𝘷𝘦𝘢𝘭𝘦𝘥 it was never earned. The people who’ve made the biggest impact on me? They weren’t always the closest to me. But they were always the 𝘮𝘰𝘴𝘵 𝘤𝘰𝘯𝘴𝘪𝘴𝘵𝘦𝘯𝘵. • Trust is a byproduct— not the foundation. • You can 𝘭𝘪𝘬𝘦 someone and still not be able to count on them. The strongest relationships, at work or in life, are rooted in: • Clear communication • Consistent follow-through • Accountability when things go wrong When you rely on someone and they 𝘴𝘩𝘰𝘸 𝘶𝘱— That’s what builds trust. Not feelings. Not promises. In audit, it’s not about trusting the client— it’s about testing consistency. • You’re not rude for verifying. • You’re responsible for confirming what’s real— not what’s assumed. Great audit relationships are built through: • Consistent conversations • Follow-up and follow-through • Owning the process—not the politics Think about your most trusted relationship. Was it built on words—or behavior? If you’re building a relationship— personally or professionally— stop focusing on trust. Start showing up.