The biggest resource for entrepreneurs is to connect with fellow business owners via social media platforms such as Facebook groups, telegram channels etc. This is actually very important because it helps build a positive community of people that are in similar industries or similar places in their businesses. Its useful in seeking advice on anything and everything they are struggling with in their business.
It’s not the client’s job to get it, it’s yours.
Managing your clients expectations can be pretty huge. This is because most are simply a result of a lack of client management systems and miscommunication. Even if you’ve connected with your dream client, they still are probably new to doing this kind of business. For example, In the events planning industry where you provide souvenir and gift items for occasions, chances are the client has never had an occasion before. As an events planner, your client may have worked with other planners before, but they are still new to and unfamiliar with your process. This can make managing your client’s expectations especially challenging, especially when you have yet to develop systems to do so.
Here are the ways you can sooth-run your client process and give them a consistent experience:
1. Know Your Entire Process
If you know exactly what you will be providing your client and when, then your communication with those clients is always going to be consistent and efficient. When your process is finely modified, you know what you should be promising and committing to with those clients. You should know exactly how long you need to provide certain services or products. You should also be confident with your business policies so there is no room to maneuver or room for misinterpretation.
2. Promise Conservatively, Over-Deliver
Always give yourself buffer room with deadlines. Quote a longer timeline than you’ll need, then deliver your final product earlier than they expect. You could do the same with other areas of your business (quantity, upgrades, surprises, etc.) in order to provide a thrilling experience.
3. Concise Agreements
Your contracts should clearly detail what you’ll be providing, when, and for how much. Thorough client contracts avoid misunderstandings fueled by assumption. This is not an area of your business to provide less than is needed out on.
4. Anticipate Client Needs
Just because they didn’t ask a certain question in your consult, doesn’t mean that they won’t want to know that information later. They might already have made an assumption that a simple information could correct. Take note on what other clients have experienced confusion about in the past (either your clients or others in your industry).
5. Make It Easy
Make sure all the information your client might need is readily available. Be easily accessible so that your clients can know the status of their commission, payment deadlines or delivery. Make it extremely easy for a client to move forward with bookings, consults or sales. The less they have to wait to get what they want, the better experience the client will have.
6. Set Boundaries
Setting up set office hours is key even if you work for yourself. Without office hours, your client might inevitably feel frustrated when you don’t reply right away at 8pm on a Saturday night. Office hours avoids this problem, but it also reduces the amount of time you have to spend collating your orders or deliveries. More freedom = higher productivity.
The best thing you can do for your business is to take care of your clients. If you avoid creating systems to ensure client satisfaction, you could be missing out on hundreds or thousands in referrals. Happy clients = more word of mouth recommendations. It’s as simple as that!
Let us know if you find this insightful in the comments. Don’t forget to share!