Getting clients is one thing, keeping them is something altogether different. The big question is how do you keep the clients you have but make sure they are satisfied, happy and coming back for more?
GREAT QUESTION!
While there’s a checklist of things you can do tactically, I’m going to share one strategy that will help drive all your tactics for client satisfaction. The simple answer:
MANAGE EXPECTATIONS.
That’s it, plain and simple. When you come into a relationship with a customer or client, they are looking for certain things. It’s up to you to know what that is, to speak to it and to honor it throughout the life of the relationship. In some instances, that may be a short cycle while in others it’s longer, but the key is to ensure that both you and the other party completely understand the expectations of the other.
Notice I said each should understand the expectations of the other.
It’s a two-way street! You should have expectations of your clients as well.
Let me offer you a simple example, one from the side of the customer/client and the other from the side of the service provider.
Example:
You go online to purchase a product or service. Let’s use Fiverr since many of you are familiar with this low-cost service provider. You read through the website, find someone you want to work with, feel good about the product and hit purchase. Even though you are purchasing a service for as little as $5. you still have a set of expectations:
1. You expect the person to deliver what they said they would.
2. You expect them to deliver within the time frame they’ve stated.
3. You expect them to deliver in the format in which they’ve stated.
Those are some standard customer/client expectations. But what is the seller expecting from the buyer? Hmmm . . .
- They expect you to pay for the service you’ve purchased.
- They expect you to provide the information they need to do a satisfactory job for you.
- They expect you to communicate and let them know what’s working and what’s not.
Consider a service at the rate of $500 or $5,000. There are no fewer expectations. In the case of Fiverr, you have an automated system that keeps all of the expectations in check (for the most part). You must do the same.
To keep happy clients you must manage expectations through clear communication, both verbal and written and a system of checkpoints along the way.
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