Please your clients and customers by learning what they want and always delivering it. People have many choices and can give their business to many companies. Consistently provide what they want or they won’t continue to do business with you, and they definitely won’t recommend you to others.
When sellers court customers, they make many promises. Words are bandied about; expectations are formed, as are misconceptions. Misunderstandings can undermine relationships, so avoid them by identifying everyone’s expectations as soon as possible. On every project, find out what each of you expects to receive and agrees to give.
Learn what each customer wants. You can’t meet customers’ expectations if you don’t know what they want. When I work with a client, my first question is, “What do you want and what are your objectives?” When I get the answer, I know exactly what I must do and where I must focus. I make a list of everything my client wants and read it to him or her. We clarify anything that isn’t clear and make changes and additions. Then I create a plan that details how I will work with my client to accomplish all of his or her goals.
Before you begin working on a project, know what’s involved. Clarify everyone’s duties, responsibilities, and expectations. If you’re not sure, ask questions until it’s clear. Set schedules with precise deadlines, specify payment times and amounts, and know exactly what you’re supposed to give and what you are to receive. This knowledge will create the foundation on which to build a solid working relationship. When you’re in the business of serving or supplying others, your primary job is to deliver what they want. However, parties frequently don’t agree on what each of them is supposed to give and receive. Or, as projects progress, the parties may lose sight of precisely what was agreed to.
Before I agree to work with clients, I conduct interviews with them. At the interviews, we speak at length to clarify exactly what they want and precisely what they expect. Our conversations are full and open and set the tone for the work we will be doing together. They help us learn how to communicate clearly with each other, and that helps greatly as projects proceed.
In our conversations, we specifically agree on what each expects to get and receive. We identify the outcome that will be provided, set
target dates for all the important steps, and define the standards that must be met. Then we work together to create a viable plan to achieve them.
Owen Morse and Jon Wee are partners in the comedy juggling team The Passing Zone. To make their performances sparkle, they make sure that they understand who their clients are and what they need. A month before each performance, they conduct a conference call with the client and ascertain who it is, what it needs, who the audience is, what issues and problems the audience may be facing, and what of significance has happened with or to them recently. Then Morse and Wee use that information to customize their performance for that audience.
Join publicity expert Jill Lublin as she shares new powerful tips and strategies to shine your light and your message now and no matter what!