Not managing your clients expectations can lead to unhappy customers and costly damage to your reputation. There are a couple of things you can make sure you are doing to keep your clients happy and stop negative feedback making its way to other potential customers.
Be clear about what you will include – Spell it out in simple, plain English. Don’t shy away from using bullet points as they are easy to read and make it easy to tick off.
Be clear about what you won’t include – Don’t let people assume things about what you will deliver. Frustrating assumptions will lead to many unhappy people. It also helps you clarify your list of inclusions. Bullet points are also helpful here.
Don’t promise what you cannot deliver – Be honest with yourself; if you aren’t sure you can do something to the right standard or you cannot guarantee you’ll deliver what you promise, DON’T DO IT.
If you can’t do it, try and recommend someone you know can do it and to a standard that won’t reflect poorly on your business. Being honest with your client and being willing to help will work in your favour.
Provide examples of what your will deliver – Don’t just let the customer interpret what it is you do, but let them SEE what you do. If you are unable to show an example of your work to your client, a case study works as a good alternative.
Ask the client how they wish to be communicated with – The client wants to be communicated with. Show them their opinion is valued and valid by asking the client for the communication method they wish to use.
Follow up in writing – Reiterate to the customer your phone conversations, or face-to-face meetings, and give them the confidence by showing them you understand what they are after.
Don’t start until things have been signed on – No matter the circumstances or how tight the deadline is, NEVER start the project until you have both signed off on it. This document will act as your insurance policy if the client chooses to misinterpret the scope of the job.
What are you doing to manage your customers expectations? If you have any questions or want to speak to speak to one of our friendly service team at Service Professionals Australia, phone us today on 1300 307 413.