Some clients are just a pain in the booty.
Internally, you roll your eyes, throw up your hands, and become exasperated.
There’s an easy way to help them become your 5-Star Client… educate them on how to be one.
You train your customers how to behave through your mindset, systems, and policies, or lack thereof.
You’re the one who lets them pay late or default on payments. (I’ve been there and hated myself for it!) You’re the one who lets them reschedule a bazillion times.
When you notice a client repeatedly getting on your last nerve, it’s time to have a little chat.
Sometimes, they’re not bad clients.
You just haven’t fully done your job as a leader of yourself and your company.
These irritating clients inspire YOU to do better. They call forth the leader in you.
You should thank them for irritating you. 😉
I’ll tell you how I educate my clients and customers, and maybe you can steal a few of my strategies.
When a potential client inquires about my services…
…I tell them exactly what to expect.
Once they become a client, I make sure they know what happens next. During their first appointment or class, I give them an overview of what working together will look like. I always ask for feedback, too.
When I see something not working, like a pattern of having to hunt down a client for their appointment, I address it.
I tell them what I see and ask how they think we should correct it. If I still experience the problem, I restate how we need to move forward.
Usually, things self-correct after the first time.
Some business owners have less tolerance than me, but you have to do what feels good to you.
I redesign the alliance with a client if I notice it’s getting stale or they’re not holding up their end of the relationship.
I tell them it’s their responsibility to ask for what they need, when they need it. I tell them they can ask for the moon; it’s my responsibility to tell them if it’s outside the bounds of my ideal way of working.
When a customer buys a product from me, I tell them exactly what they’ll get with that product.
I follow up with emails to make sure they are using what they buy.
If they use it and like it, they’re a raving fan. If they buy it and don’t use it, nobody really wins.
In my business, I do a ton of educating around their responsibility to use what they’ve purchased and make it work for them.
I also tell people on my website, in person, in articles, and in interviews what my ideal client looks like. I know their qualities, what they do, and what they’re passionate about.
They know up front if they’re a fit.
The most important thing I do is tell them about my philosophy.
If they don’t buy into it up front, they’ll be resistant and rebellious. They have to know about the way I work and my style.
People make a lot of assumptions about how you’re supposed to be, and I want to dispel those fast.
I will bend over backward for my clients and customers, but one thing they should never expect is a long email. And I let them know.
It avoids many hurt feelings.
I hate typing. It’s that simple.
Education. Enlightenment. Agreement to the terms.
How you want your payment and when. Your rescheduling policies. Return policies. How you communicate. What you expect from them. What they can expect from you.
These things often need to be talked about more than once.
It’s simply good customer service.
And if you’re wondering what you need to educate your clients about, start with whatever is irritating you.
Are they paying late?
Rescheduling repeatedly?
Expecting things that aren’t included?
Not using what they purchased?
Communicating in a way that drives you bonkers?
Expecting a response faster than you want to give one?
Every recurring irritation is a clue.
Ask yourself:
What expectation, boundary, or way of working have I assumed they should know… but never actually taught them?
Because your clients aren’t mind readers.
And most of all, educating them helps YOU get what YOU desire most.
What client behavior is irritating you right now… and what do YOU need to communicate, clarify, or change so it stops happening?