In the world of business, managing client expectations is crucial for long-term success. Today, we’ll explore two essential questions that can help you gauge how well you’re handling this vital aspect of client relations.
Two Key Questions to Consider
- How clear are your clients on WHAT they can expect – and WHEN – when they work with you?
- Do you have a clear communication STRUCTURE/TIMETABLE that your clients understand? In other words – do YOU know what will happen and do you share that? Or do you leave people to their own devices and hope they’ll tell you if they need help?
Your answers to these questions can reveal valuable insights about:
- How well you understand your clients’ journey
- How connected they feel to you
- How long they are likely to stay with you
Don’t skip past this if you think it doesn’t apply to you.
I once met a landlord in one of our workshops who was stunned to realize that her tenants were her CLIENTS! This shift in perspective transformed her approach, leading to more referrals, recommendations, and a much easier business to run.
The Importance of Feeling Valued
People STAY AND PAY when they feel valued and part of something. Conversely, they LEAVE or go to the competition when they don’t feel cared for. It’s like the old joke: Q: “When’s the best time to tell your partner you love them?” A: “Before someone else does!”
A Real-World Example
Let me share an example from our own business. Our subscribing members know they can expect:
- Quarterly full-day workshops
- Mid-quarter half-day check-ins for extra support
- Two ‘live’ zoom sessions a month for questions and guidance
- An online Members Hub/Portal for quick information searches
- A full, searchable library of all calls
- A private members-only Facebook group
- A private members-only WhatsApp group
- The ability to book 1:1 sessions when needed
Evaluating Your Client Engagement
Are you equally clear with your clients? Do you have a timetable, a calendar, or a schedule of contact points? Consider these questions:
- Do your clients think you care?
- Do they see that in your actions and how you show up?
- Do they know how to connect with you – and is it in a way that works for them?
Let’s go back to the earlier question . . .
How Is Your Delivery?
- How well, and how consistently do you deliver to YOUR clients, your customers.
- And do you ask them what they think of you? Or are you too scared to ask?
- Do they tell you?
- And do you encourage that?
We are always looking at how we can deliver more/better/in a better way for our clients.
After all, if you’re not growing, you’re dying – or at least stagnating and getting passed by others who ARE growing.
You’ve probably heard ‘feedback is the breakfast of champions’ – which makes me wonder how often you ask for feedback.
Even BAD feedback is an OPPORTUNITY for you to explain something more clearly, upgrade your offering or at least be aware of how your clients are feeling.
I’m even going to give you a real life DEMO!
Some time ago one of our members introduced me to something she had found. It’s called VideoAsk and she shared it with me for 2 reasons:
- because we talk about giving and getting testimonials so you can show social proof of the value you give (when your clients say something great, you can share that with others – with permission)
and
- because I’m also a client of hers, she helps me find great VAs and I’m always telling her how happy I am with her as a trusted supplier. So she asked me for a testimonial.
By sharing this simple system with me she’s made it very easy for me to give her a testimonial!
And now I’m sharing it with you.
I shot a very short video I’ve just shared with the people who get our regular weekly ’90 second business bites’.
https://www.videoask.com/fn87t2sm2
Click the link and see me explaining it and using it in action. Reply if you want to – and I’ll make sure you get our weekly tips on Business and on Marketing.
Or go check out Videoask to see how it works and if it’s for you.