What is the best way to exceed expectations with your customer?
Customers are often known to press the vendors for reducing prices and being very demanding . It is because that they pay big amount for consulting or they are themselves under huge pressure to deliver.
Often consultants make few mistakes inadvertently and land up on the wrong side of client. As a consultant your winning the next project with your customer depends on how well you perform in the current one.
Here are a few tips that you can utilize to become a preferred consultant to your client.
#1: Always be proactive
The reason customer pays money is that they need peace of mind. If they were able to solve the problem, they would have done it themselves. As a consultant thus you expected to be proactive in problem resolution.
#2: Be truthful
I have seen consultants not being truthful to the client because they feel that being a “yes man” is better. This is contrary to the right way of winning trust. By telling the things truthfully, you often gain trust of your customers . It may sometimes annoy client when you do not agree with them but if you have right reasons, you will earn their respect.
#3: Respond immediately
Other things can wait but a paying customer will not. Your client’s work needs to be your top priority above everything else including personal and your official work. Not responding to customer calls or email is a sin . If you cannot answer your client immediately, tell him/her you will call back. Follow on that promise.
#4: Do not wait if you see a problem
If there is a problem that can affect your client in a big way, always bring it out as soon as possible. Your client will appreciate you because you were a) proactive b) saved him a lot of headache and probably money loss.
#5: Be clear in your communication
Always be clear in your communication with your client/customer
- What task are you working on?
- By when you are going to complete it?
- Any potential problem you are going to expect?
- Is there a dependency on other person/team?
You don’t have to be formal but clearly explain your current work to customer.
#6: Develop professional relationship
Your client is also a human being other than just a businessman. He has his own anxieties, He has his own targets to meet. If you can develop a good relationship when he is in dire need, he will always come back to you. Be open to help and form a professional yet friendly relationship with him.
#7: Be patient
Clients are not the expert in your subject. They will make mistakes and mess up your well set up systems. They learn with time. If you are patient in these times, they will respect you for it.
#8: Help even after you have finished the project
By the time you finish your project, your client is more than just an acquaintance for you (most of the time a friend). As a good friend, you do need to help out the client even if your work has been delivered.
Hope you utilize these tips to win over your client. Do let me know in the comments below if you have one.