While you want to be engaging and communicative with your clients, there is always the risk of taking your service levels too far. Usually, there's no such thing as paying too much attention to your clients. However, according to a CustomerThink article written by Ross Paquette, here are a few things to consider before you accidentally end up as “that sales rep.”
There's No Such Thing as Paying too Much Attention to Your Clients, Except in This Case
Going above and beyond for your clients is always a good way to develop business relationships, but only when you have a clear idea on how to directly benefit the client. If your form of above and beyond is emailing, calling, or texting your clients every single day, your efforts aren’t helping; you’re annoying them. You're paying too much attention to them with nothing to offer. Endless streams of, “Just checking in,” and “Hey, is there anything I can do for you today?” are going to get old very quickly. And when things get old, they get ignored, or if they are beyond being ignored, they are cut off entirely. So, you should be regularly reaching out to your clients, but make sure you have a purpose for doing so, or else you might be scaring them off.
How often are you acting on feedback?
We all know at least one person who is always so eager to say things like, “If you ever need me, don’t hesitate to reach out.” But then when you do, that person is nowhere to be found. Asking for feedback from your clients and then failing to make changes based on their needs and wants is exactly the same thing. Your clients are trusting you to value their opinions and the time it took them to either fill out your survey or reach out to you. If you ignore them, you are breaking their trust in you and discouraging them from giving you further feedback in the future, even if you truly intend to act on it then. When a client provides you with feedback, act on it. And if you for some reason can’t, at least explain why. There's no such thing as paying too much attention to your clients when it comes to fulfilling a need they directly pointed out to you.