By Erica Cosminsky
Every professional knows the importance of customer service. Above anything else, that's the most essential thing. Because regardless of how marvelous your final output is, if it isn't what the customer wants, then it's absolutely far from excellent. Admit it. Clients can be overwhelming in their demands. They'd think you're a superhero of some sort when it comes to your craft. But of course, because you're a good professional, you should make it a point to meet the demands as much as possible, even if it means losing your head in the process. Well, that may not really be true. Dealing with client demands can be stressful - but you can easily deal with them with the following tips.
Create A Policy
Remember that even though it's you who's offering your services, you're not necessarily at your client's beck and call. And that's what you need to establish in the first place. Regardless of your type of business, you will need to deal with clients, and because of that you need to have a policy that states how things work with you. State your order policies and everything else that has to do with it such as how and when to contact you, minimum lead time for orders and requests, delivery time and the like. Make sure that you have everything covered, and that you present that to your clients before you make a deal - this way, they'll understand your method of work before agreeing to work with you.
A word of caution, though. Don't be too stringent on your policy. You might not end up with clients at all.
Here are just some ideas to include in your policy.
Contact/Ordering Methods
How do your clients contact you for inquiries or orders (suppose you sell tangible things) or for your services. Of course, clients will call or email you for inquiries. But what if they finally decide to avail of your service? Can the transaction be done through phone as well, or should it be in person? Do you have an order form on your website in order to facilitate the process and make it easier for you to keep track of your clients?
Reservations/Wait Lists
Depending on your type of business, you might not be able to attend to you clients for various reasons. You may be finishing a website or a batch of articles for another client, or the bags that you're selling are still in transit to you. If there is a possibility of having to make reservations or having to put your clients on a waiting list, then mention it in your policy as well.
Lead Time
Identify when you can deliver and how long it takes. Sure, you may want to deliver the best that you can but you can never do so when you're pressed for time. You may want to do rush jobs, but you may want to add special fees to them. Make sure that you also mention these in your policy.
Payment Methods
Make your payment methods clear for your clients. Do you want to be paid upfront for your services? If so, what percent of the total price? For reservations, who much should your clients pay as well?
Relief through Enforcement
Of course, when you have these policies written, make sure that you enforce them. While it may seem difficult to say no to a client, you have to understand that there's actually no point in writing down a rule if you can't enforce it. If you can't bend the rules, then try to offer alternative solutions to your client.
Whether you choose to make a detailed work policy or not, what's important is that it covers all important aspects of your business with regards to dealing with your client. Make sure that your prospective client reads it and understands how you work before striking a deal with you. Of course, you can explain to them why you have such a detailed policy so they won't think you're being completely snotty. Be sure to tell your client of a policy before any transaction and you'll end up with smooth and easy transactions and your clients will also be thankful for it.
Erica Cosminsky is a work-at-home mom and full time online student. After working as a Executive Assistant for many years, she decided to start her own business. The Small Business Transcriptionist was born to provide small businesses with an affordable solutions for not only their transcription needs but for e-book and other writing needs.
As a busy entrepreneur herself, Erica has learned the ropes of balancing her business and personal life. She specializes in helping her clients more productive and efficient. Visit http://TheSmallBusinessTranscriptionist.com for more tips for your business needs.
