Be Honest About Your Process To Improve Client Relationships
All professional services have one thing in common. No matter the industry, all professional services require time. Not only this but the time of an experienced service professional. Our clients pay us for our time and experience. And prospects often fear hiring a professional service provider because they are unsure what the process will be like, how much it will end up costing, and how much time the engagement will take.
At Sebastian Lane Consulting, we are a huge proponent of slowing down your sales process. And today, we want to reiterate the importance of being honest about your process to improve your client relationships.
Be Honest About Your Process
When you onboard a client, you want to make sure they know what to expect. This means walking them through your process and being transparent about your timeline. You want to ensure that your client knows how long a service will take, when they should expect certain deliverables, and when to anticipate completing the project if there is an end date to your engagement.
If you are unsure where to start with explaining your process, we recommend assuming your client has never hired a professional service provider in your industry. From this perspective, you can begin to craft an honest explanation of your process and how the engagement will unfold.
We also recommend taking a closer look at your process and feedback you may have received from previous clients. Are there any areas that tend to take longer than the client anticipated? Do your clients regularly ask questions about a certain deliverable? Some deliverables may take longer than others and you want to let your client know ahead of time, so they do not think they have been put on the backburner.
Always Keep Your Clients in the Loop
One of the best ways to ensure a client’s satisfaction with your process is to always keep them in the loop. If you are working on a project with a longer timeline, be sure to set check-in dates along the way. If you hit a roadblock or experience any delays, be sure to let your client know as soon as possible.
The last thing a client wants to do is worry about the person they hired to take care of something important to them. And the last thing you want is a client popping into your inbox to ask what the deal is with their project! A simple email is all it takes to make sure your client knows how things are coming along.
Get Feedback About Your Process
At the end of each client engagement, remember to ask for feedback. We recommend putting together a client satisfaction survey to answer a variety of questions related to your services but, at the very least, you should ask questions about their experience. Were they satisfied with your services? Did they view you as responsive to their needs? Did you meet or exceed their expectations? By asking these questions you can better serve future clients.
Improve Client Relationships & Satisfaction
Honesty goes a long way in the professional service world. After you begin to incorporate transparency into your process, you will notice your client relationships improve and their satisfaction increase. Your clients will appreciate being in the loop and the acknowledgment that you are working on their projects.
If you have questions about Outsourced Sales Management, we are here to help. To schedule your free initial consultation, call Sebastian Lane Consulting at 443-534-6783 or email us at jesse@sebastianlaneconsulting.com. Our top priority is to provide value for your business, which is why we provide 30-day partnerships instead of binding contracts.