"Are there any updates?
"This isn't what you promised."
"I gave you my paperwork yesterday, when will it be ready?"
Timalyn in an office with a client.
I wish it weren't true but I have actually received all the above statements from clients. Why? Because I did a poor job of managing my client's expectations. I did communicate the process clearly nor hold them accountable to my expectations.
I also made exceptions for when they crossed lines and boundaries. For example, if someone had my personal number I would still answer if they called or text that number. Even outside of business hours. This not only hurt our working relationship but made me resent not only working with them but also them in general.
It was easier to let the relationship dwindle and/or fire them than stick to my guns and correct things that were outside of the scope of our engagement. Does this sound familiar?
That's not what I want for you and your business.
The customer relationship is like any other, communication is key to its success. Lack of communication results in the decline of a relationship between you and your customer. So how do you avoid this?
1. Yes, I do- but for bookkeeping/tax prep. I will create one for resolution. It does have some elements of the 5 components, but it definitely could be more specific and clear.
2. Email. I do not always enforce it, and they often text me. I will enforce it more going forward.
3. Yes, especially when scope creep happens and the engagement was signed begging of the year. I did make room for signed amendments in the original engagement, I just haven’t done it. I need to refer to it more and address scope creep at the site of it
4. I will use your template to modify and share my new engagement letter for resolutions. And update my current…