Sometimes it can feel like someone kicked you in the stomach when you have a major win but failed to consider what’s next. You all of the sudden panic and feel stuck because you didn’t think beyond the YES.
Yesterday I had an unsettling conversation with a new reader. She just so happened to sign up for my Smart Business Success Systems Waitlist and responded to my question What is the number one thing that you perceive that is hindering you from taking your business to the next level?
Her answer: “I know that I am losing thousands of dollars in new revenue because I simply don’t have the RIGHT systems and processes set up to manage more clients. I don’t even know where to start. I have this one client who is super demanding and wants to send me referrals, but I am scared that he is going to tell those people all of the perks that I offer to him. I can not extend that level of support to others. In fact, it’s a stretch to service him right now, but we have a personal and professional relationship, and I have grown to depend on his business.”
Does this storyline feel familiar? This is one person’s reality.
Let’s break down what she shared with me and weave in the 2 Critical Mistakes Any Business Owner can Make after the Client say YES so that you can prevent yourself from falling into the same trap.
Critical Mistake #1
As business owners, we fail to set expectations in the sales conversation and or the first client meeting.
It is important that you are realistic with yourself first as to what level of support you are willing to deliver to any client at a certain price point, and you also have to consider the length of time you are willing to commit to serving that client.
You also want to have a firm and fair conversation with your new clients and or existing clients regarding the terms of your professional relationship. Lay it out on the line before they pay their money so that they know what to expect from you.
You will save yourself from a future uncomfortable conversation when you do this. Boundaries allow you to establish a healthy working relationship with your clients and also gives you a peace of mind that your client won’t expect any more than what you agreed to deliver if you are clear and concise about your deliverables.
This leads me to…
Critical Mistake #2
You don’t have a formal on boarding process in place to service your clients. You jump right into the project with no structure, no feedback, or systematic process of getting the new client or returning clients use to working with you. You expect that they will know what to do. And worst you expect them to tell you everything you need to know about THEIR project.
Newsflash. People hire you because they don’t know what to do. It is your job to guide them at all times. And that means you must take the time to fully understand their situation to the T so that you can decide the best course of action to help them. Even after they pay you.
Because you can bet your britches, there is always one to two things that a client will forget to tell you and that my dear could be fatal to their perception of whether or not you can deliver on your promise. The reason why they decided to hire you in the first place.
You must become artfully skilled at asking your clients the RIGHT questions so that ensure that you get the job done RIGHT the first time and save yourself a lot of back and forth hassle. You know the drill. When you start working on the project and the clients comes to you with…
oh, by the way, I also need you to do blah blah blah. You know how it goes.
A good on boarding process allows you to understand your client’s expectations of the project at hand and it gives you the opportunity to understand their needs and problems areas in detail so that you can create a checklist to follow to ensure that you exceed their expectations.
I am just going to let this sit there and allow you to think about what changes could you make in your business at the start of each project that would make your life easier.
What do you need to know about your clients to better serve them? What questions aren’t you asking and what busy work are you engaging in as a result of you not addressing all of these things from the beginning? In the comments section let me know what that looks like for you (help me to understand your chaos) and then tell me what you want your future business to look like moving forward?
My goal is to help you work smarter and make more money.
More on client on boarding this week. It’s my favorite thing to talk about and my secret weapon to retain paying clients and create raving fans.
Today I want you to review your current on boarding process and access what results it is currently generating for you. Also, take a step back and evaluate your professional relationships with your clients. Determine who you need to set boundaries with, what clients you may need to part with, and what clients you need to show a little more appreciation to.
I’m looking forward to your feedback.
Your Business Systems Strategist
Wendy Nicole Anderson