Today’s topic is centered on fully satisfying the client.

I’ve worked with several companies that have every intention of fully satisfying the client and consistently miss the mark.  Often times, this stems from

• Assuming that the client actually knows what they want.
• Allowing the client to drive the schedule and feature scope
• Allowing the client to dictate the terms of the project.

You are the expert

What most business owners and even employees forget is that “YOU ARE THE EXPERT”.  If the client had all the answers, they would not be hiring you.  Many clients need to be guided, directed and even instructed toward success.  And they have come to you for that service.

Take ownership of your expertise

Don’t wait for the client to tell you your job.  Be transparent on what you can and cannot accomplish within the timeframe.  Provide the project schedules and timeframes.

Also, outline what you expect from your client as well as what they can expect from you.  Do this at the beginning and before they sign the contract.  This lays the foundation for working together.  Don’t be less afraid of losing a client than gaining an unmanageable or unreasonable client.

For instance, clearly state that you will be providing them with multiple opportunities to review and give feedback; and then outline that you expect them to return feedback on the deliveries within 2 business days so that you can stay on schedule.  Tell them upfront that you will also be following up after 2 business days to gather that feedback.  If the client needs additional time (which will be fine), set the expectations that time will be added to the delivery schedule.

If you sit back and just wait until they have the time to give you feedback, your schedule is worthless.  They have other projects and tasks on their lists.  Managing your project schedule isn’t their top priority.  But it should be yours.  Therefore, you should be the one driving the review schedules and following up on their deliverables to you.    Don’t wait for them to drive it.  It’s not their responsibility.

Showcase your talent and skill

Keep the client informed as you go, and provide frequent status, prototypes and demos of you work along the way.  Update the schedule as you go along.  Make if your mission to provide the answer before they ask the question.

Continuous and frequent demos build client confidence and satisfaction.  It also provides early opportunities to correct your course, should you be going in the wrong direction OR the client changes their direction.

Fill talent gap with other resources

Often times you can get your clients going in the right direction but they may need more services than you can provide.  Fear not!  You don’t need to be all things to all people.  But you should create a business network of talent.  Supplement your offerings with those that compliment.  Use your LinkedIn and professional organization network to create a full-circle offering for your client.

There are many ways to build your business relationships, product funnel and client roadmaps.

I know your situation different and unique.  For additional information on this topic, please contact LauraRose@RoseCoaching.info

I am a business coach and this is what I do professionally.  It’s easy to sign up for a complementary one-on-one coaching call, just use this link https://www.timetrade.com/book/WFSFQ