There are some nasty clients out there, the ones who make you want to pluck out every strand of hair on your head, one by one; the ones who you are convinced were sent straight from hell to torment you. For those clients, you may need more prayers than anything else because nothing will make them happy. But for normal clients, there are few things that you can do to keep them happy. A happy client means business retention and referrals, both of which are very good for the bottom line of the business.
Every client has the potential to be a fallen angel, from the sweet, accommodating client to a messenger from the dark side, if they feel that they are not getting the best service from you. So, here are a few things that would work to keep most regular clients happy.
Sort out the issue of fees early in the discussion, sooner rather than later. Most people are uncomfortable with discussing money, but the earlier it is discussed and out of the way, the better for you and your client. Remember, you are running a business, not a charity.
Explain your fees to the client: do you bill hourly, depending on the project, etc? Also, prepare them for any third-party fees that they will have to cover and give them an estimate where possible. Let the client know what your billing policy is: how long they have to settle their bills, whether you charge interest on unpaid fees, etc.
After your initial meeting with the client, send a follow-up letter confirming their instructions, your advice or plan of action, and confirmation of the charges. This ensures that you and the client are starting off on the same page. The letter should also include the name and contact details of someone the client can talk to in your absence.
If your bill includes estimates for certain charges, state so clearly. It is important that the client is aware that they are estimates and not a binding quotation. If there is a range, provide that range, with an explanation of the variations, where possible. The estimates help prepare the mind of the client for what is to come and they can start planning their finances accordingly.
Keep clients informed about additional costs you incur in executing their projects. Consider sending monthly bills, for on-going projects/relationships. It is also a good idea to inform them before you incur the cost. For example, if you have to travel out of town to facilitate a process for them, let them know in advance. They may want to take advantage of special arrangements that they may have with airlines or hotels, for instance, to reduce that expense.
Send a follow-up letter to your client after every meeting. Restate your understanding of all the issues discussed and your expectations.
Keep your clients informed about the progress of their project. Explain delays especially when they are outside your control. Be pro-active about this; don’t wait until your client calls you in a hissy fit before giving them a status report.
Review your files regularly to make sure that you are up on deadlines and can inform your client appropriately. The last thing any client wants is to be informed at 9 pm, the night before they are expected to make an important decision concerning their project.
In making progress reports to your client, use your time and resources wisely. Determine the best way to communicate with your client, whether via email, letter, or a face-to-face meeting. If you are inviting them to a meeting be sure to have an agenda for the meeting and inform them beforehand if you would need them to bring along any documents.
Consider having post-project questionnaires to get feedback from your client. You may find that even though you achieve a good outcome, your client may be dissatisfied with some of your procedures.
If after all this your client is still unhappy, uncooperative, and driving you into an intimate relationship with Jack Daniels, then you may want to consider firing the client for the sake of your sanity. Break up with them before they break your spirit.
