We’ve discussed some of the physical and mental elements of organization, but what is often overlooked is the role of communication in creating efficiencies. When collaborating with a client, there are a few critical considerations to make to ensure a smooth, successful outcome.
#1 Set expectations. We’ve all been there at least once—you heard the client’s desire, worked diligently to produce that outcome, and pitched the final product or service to them with eager anticipation only to be told that’s not what they were expecting. Consequently, it takes more time than budgeted—and therefore more money—to make sure the client is ultimately happy. How did that happen?
A common contributing factor is that we don’t take the up-front time to properly set the client’s expectation for how their project will proceed and the outcome from that process. A couple of ways to overcome this is to 1) outline in writing your step-by-step process for completing their request (remember—process can be different than contract terms); and/or 2) schedule a kick-off meeting (not to be confused with the sales meeting!) that gives you extra face time. A little rapport and understanding now can spare you hours of hair pulling later.
#2 Try a visual. Many people are visual learners. Part of setting expectations may involve a work flow chart, a time table for various deadlines, a rough sketch of your ideas, and so forth. As we well know, talking doesn’t always register—but images tend to make a more lasting impression and therefore can do wonders in driving a point home.
#3 Honor your “radar.” If a client is unable to communicate their expectations to you, and you sense that no amount of meeting or hand holding is going to change the fact that they will be a “moving target” throughout your relationship, seriously think about whether they’re worth taking on.
Remember: Part of creating efficiencies in your business is working with clients who are reasonable and therefore profitable. So speaking of expectations, it’s perfectly OK for you to expect to work with clients who respect what you have to offer.
Tags: Business Coaching, General, Marketing
