Get Better Client Results by Doing This
It’s common to take for granted that you know a hell of a lot more about what you do and how you get results than your customers do.
This can result in misaligned expectations and outcomes.
The less your clients (and team, for that matter) know how to succeed once they’ve engaged your services, the less likely you are to have clients who sing your praises, leave a glowing testimonial, and/or refer more clients to you.
It’s on you to set them up for success and then to support them through the process to see it. (yes, of course, it’s also the responsibility of your client to do their part. Which brings me to my next point…)
What if you laid out exactly what your clients can expect, what’s their responsibility, and what’s yours at the start of an engagement (in clear and simple language, positioned as a tool to help them get the most out of your work together)?
In case it’s helpful, here’s a link to what I share with every new client.
Since implementing this into my onboarding process, clients are better prepared. They know what to expect. They take responsibility for what they own in our engagement. And they trust me to do the same for what I own. Most importantly, they get better outcomes, in part, because they go in expecting them. Cognitive bias supports them in finding the outcome they’re seeking.
Might creating something similar better support you and your clients?