Managing Client-Customer Expectations from Intake to Getting Referrals: 5 Steps to Begin Implementing Now!
Business owners wake up each morning to face a very challenging reality: If they don’t have customers, they don’t have a business! There are many business-oriented ways to address this challenge, but there are times when generic actions fail to successfully speak to our client’s actual expectations. As business owners, it’s up to us to provide our customers with interactions that don’t just make the decision to choose us a “no-brainer,” but that continue to promote opportunities for quality interactions throughout the life cycle of the relationship.
In this presentation, participants will learn steps for addressing client expectations, including:
- The importance of acknowledging the concerns our customers have about their situation from their perspective
- Anticipating what clients want to know about us, and figuring out the most efficient ways for providing that information
- Developing retainer agreements, contracts, confirmation letters, etc. that fit with our business/practice goals while including the information our customers want and need
- Developing a mutually beneficial time-line of interactions that will address our client’s desire to be kept up to date
- Strategies that provide clients with multiple reasons to continue doing business with us and happily refer potential customers our way
