Stage 5: How to handle clients Flashcards
What’s our goal with keeping clients updated?
Always be ahead of any requests. If we’re behind it looks like they had to remind us about their job and they won’t feel good.
Ex. If a job was sent in at 9 am and sent to scheduling. If you do not see anything scheduled by 10 am check the job notes and update the client. “We called and left a VM for the client,” will continue to follow up.
Ex. If a client is expecting results at 12 and it’s 11:45, check with scheduling so that you can update a client. “We’re working on the results and we’ll have it shortly.”
What’s the deal with promises?
UNDER PROMISE and OVER DELIVER! Be honest about it.
It’s better to have the client be a bit upset in the beginning and be happy at the end of the job. The end of the job is what they’ll remember and they’ll call again.
What do you do when a mistake is made?
- Make sure that you are LISTENING COMPLETELY to the person so you know what their concern is.
- MIRROR THEM. This ensures that the client knows 100% that you know exactly what their concern is and that you understand how they feel. This puts most people at ease.
- TAKE FULL ACCOUNTABILITY. There’s nothing worse than when a company will not be accountable for its mistakes.
- PUT A PLAN IN PLACE. Explain to them what your solution is and stay ahead of it.
- EXECUTE that plan to ensure that it doesn’t happen again.
* Mistakes can either be something to be upset about or an indicator of an opportunity to improve yourself and your company’s service offering.
It can actually lead you to a better opportunity and way of doing things which equals more happy clients and more growth for your company.
When an issue with a client arises at work, here are 5 things that are crucial for resolving them and improving your process.
