Managing Expectations
Do your client-facing staff manage clients’ expectations well or not?
In many instances, I would expect the answer to be no.
You would think it would be easy, wouldn’t you? Yet it’s not.
Why? For a few reasons:
🧿Because they are focused on their technical work and not on communicating clearly with the client.
🧿Because they lack confidence.
🧿Because they don’t know what to say.
🧿Because they under-estimate how long a job will take.
This means that they tell the client that the job will be completed on a certain date or at a certain time, but it is unrealistic.
Why do they do this?
🟣Because it’s human nature to under-estimate and they don’t know that.
🟣 Because they are people-pleasers and want to keep the client happy, but it backfires on them.
🟣Because it’s a habit that they keep on repeating.
Then what happens?
💧They miss the deadline and worse still,
💧they do not go back and tell the client!
Result: One not-so-happy client who then has ammunition to ask for money off the bill.
What’s the solution?
💥Ask the client how urgent the job is. It may not be.
💥Ask the following question: How long will it really take me to do this job?
💥Add on another 20%.
💥Communicate clearly with the client, unapologetically, about how long it will take.
💥Add in that if you can improve on the time, you will, but not at the expense of the quality.
💥Reassure the client that you will keep them informed.
💥If things change, always let the client know.
✅Using, my unique True Worth methodology, I help service-based businesses to get paid their true worth consistently and unapologetically while keeping their clients happy.
Result: More money, more time, more freedom.
Whether your event is for non-salespeople who have to sell or salespeople, getting paid their true worth is a must.