Help Your Clients By Clarifying How To Work With You
Navigation Point: Structure
You fulfilled your Purpose in becoming a business owner in your chosen industry. You love providing your unique service and making your clients thrilled with the results. But sometimes business owners a little too eager to please. When clients ask for things outside of the usual process, you think, “what’s the harm in saying yes; after all, I want to develop a reputation as someone who delivers amazing services”.
You’re coming from a good place in your heart but unfortunately that “yes indeed!” response may cost you in the end.
“Can I have my team/family attend the working session with us?”
“Can I set up a meeting with you on the weekend?”
“I don’t want to pay for a session; can I just call you to brainstorm for a bit?”
No, no, and no.
I, too, have to fight against my natural “eager to please” personality and remember that I created a company, not a non-profit or a friend club.
In my first business as a computer tutor, I typically got, “can my husband and I both get a lesson from you?” or: “can my wife look on while you give me a lesson?” So basically they were asking me to train 2 people for the price of 1. Answer: No.
The truth is that, like children, your clients work best under a structure. Imagine if as a child you didn’t have to go to school or wear clothes outside the house or eat nutritious food or be nice to your friends. What kind of an adult would you be if you didn’t grow up within a structure of rules, that are basically there to help you live a great life?
While we may encounter some companies with a ton of rules, most of the time, we are actually more relaxed when we know the rules. It takes the anxiety and guesswork out of interactions when we know what is and what is not allowable and acceptable.
So instead of “feeling bad” that you are creating rules around how your clients may interact with you, it’s actually improving the relationship with them, as well as allowing your business to grow and scale.
Furthermore, if you want to make it easier on your clients and have a great relationship from the start, don’t keep your policies a secret. Start by making it clear on your website what they can expect when working with you.
For example, you can say, “we are available to work with you during these days and these hours”. Focus on what you DO offer, rather than what is not allowed.
Then if you’re about to enter into a working relationship, a service agreement must spell out exactly what they can and cannot expect to happen. Here you will express, with absolute clarity, that you do not offer meetings or work phone calls on the weekends because you respect personal and family time.
Or you can state that your service is one – to – one with the client, not with the client’s whole team or family.
Your rules and operating procedures are essential to developing a successful company and a helpful relationship with your client. And to further that constructive energy, word your statements in a positive light.
Instead of:
“I do not work weekends”; use “I respect the importance of personal and family time so my services are available Monday through Friday from 9am to 6pm.”
Instead of:
“I only meet individually with the main client”; use “I provide laser focus on the needs and communications of you as my main client, so my sessions are only for you and me to attend”.
Instead of:
“When I meet and work with you, you get the benefit of years of skills, experience, and education. To honor that, I charge an appropriate amount for all sessions.”
What are clients and potential buyers always asking of you that you know will not serve your company well? What can you add to your website’s “how we work” page today?
Do you cover all of these points in a positively-worded written service agreement?
Honor your company and honor yourself as the business owner by making these changes TODAY.
Pro Tip:
Have a list of answers ready! That way when someone asks that you bend this or that rule, instead of fidgeting and fishing for a cohesive answer, you can refer to your “How I answer this question” doc, and quote the same answer to everyone.
Structure is the 8th Navigation Point in the Clear Path Strategy Growth Positioning System. Ask me how this system can get your whole business in alignment.
Would you like some help in resolving challenges sooner rather than later? Book a 90 minute work session with me so that you can clear the most pressing obstacles and focus on your goals.