You have built a business that’s getting you exactly what you wanted (your ideal clients).
But where it took so much of your energy and effort to get to this stage, did you know that one small negligence on the client-relationship front can leave a really bad taste in their mouth and bring the relationship to a swift end?
If you fail to build a trustworthy client relationship, then you cannot expect them to be loyal to you. And it’s just a matter of time that they will be bidding farewell to you in search for someone better.
However, here’s good news!
You can totally avoid this.
By building a strong relationship with your client from the get-go and setting the right expectations…
The key is to tell your clients exactly what they should expect from you (in black and white) and then meeting those expectations (if not exceeding them).
You can set these expectations via a well-created Welcome Packet or a Starter Kit, so they know exactly what their time with you looks like.
And if you’re wondering… “But what should this starter pack contain?”
Let’s take a look.
Your starter packet must include:
- A welcome note for your client to thank them for choosing to work with you
- Clarification of your policies
- The framework of the process of your services
Make this information available in print or digital document (depending on your niche) and keep it concise (usually 3-5 pages long). To make things easy for yourself, you can create a template or a master version, so you can modify it and customize it with the client name and project details to give a more personalized feel every time you send it. This will make the client feel special and cared for.
The client will have some questions and concerns in their mind after they’ve paid you. Or, they may even feel buyer’s remorse. You need to assure them that making this purchase is in their favor; it will benefit them and help them make a difference in their life (Because if you don’t, then that remorse can lead to inaction, demotivation and eventually refunds/early cancellation.)
Be sure to mention their needs, fears, and dreams and how your offer will help them be where they desire to be.
If you tell your clients clearly about your policies; things to expect and even when to expect; you are creating an atmosphere of trust and professionalism (This will pay you off quite well down the lane). Go ahead and tell your client about your availability, your mode of communication, any additional fees for work that maybe required, your policy for revisions and penalties, and other such details. Businesses which hide information cannot really expect to win their clients’ loyalty and trust.
These details become a reference for the client throughout the project, eliminating the risk of confusion and misunderstandings.
Be as much open with your clients as you can. Tell them the A to Z of working with you. How it’s going to start and how it would end. By making your clients understand the process, you have seeded a plant of trust in their heart. You can actually identify where your project is at a particular time and your clients will feel equally engaged and involved by having all the details on their fingertips. This will empower your clients to pick up the slack and do their part in this, and feel like you’re helping them make real progress.
Without winning the trust of your clients, you cannot have a long-lasting business. If client-relationship is not your priority, your business will start falling apart to a point where the damages cannot be controlled.
Happy clients are the best marketing strategy!