Communication Strategies to Calm Concerns and Keep Clients Happy
Houzz shares tips in a webinar on setting client expectations upfront for a smooth project
Good communication is a critical part of every strong relationship — including the ones you’ll develop with your new clients. That’s why it’s crucial to set clear expectations about how a project will proceed in terms of cost, timeline and process.
In the in-depth webinar “Critical Conversations: Setting Expectations for Client Success” from Houzz’s Industry Marketing team, we offer strategies for setting expectations with your clients, as well as for dealing with problems when they inevitably arise. Read on for some of the highlights, then click to listen to the full webinar.
In the in-depth webinar “Critical Conversations: Setting Expectations for Client Success” from Houzz’s Industry Marketing team, we offer strategies for setting expectations with your clients, as well as for dealing with problems when they inevitably arise. Read on for some of the highlights, then click to listen to the full webinar.
2. Clarify Communication Best Practices
It’s smart to let clients know right up front how you prefer to stay in touch. If you’re constantly traveling and unable to take calls, let your clients know that texting is the best way to reach you for a quick response. If you’re only available between the hours of 7 a.m. and 5 p.m., let them know that too. Then stick with your boundaries.
“Don’t overextend. We all want to be accommodating, want to provide that great customer service. And so we want to offer a little bit more,” Thudin says. But it’s better to simply manage expectations at the outset and then stick with the plan.
It’s smart to let clients know right up front how you prefer to stay in touch. If you’re constantly traveling and unable to take calls, let your clients know that texting is the best way to reach you for a quick response. If you’re only available between the hours of 7 a.m. and 5 p.m., let them know that too. Then stick with your boundaries.
“Don’t overextend. We all want to be accommodating, want to provide that great customer service. And so we want to offer a little bit more,” Thudin says. But it’s better to simply manage expectations at the outset and then stick with the plan.
3. Get Comfortable Asking Direct Questions
Sometimes client frustration with the process will manifest in passive-aggressive communication or through dropping hints. Being direct can help you get to the heart of the issue and be sure it’s resolved immediately.
For example, a client might start mentioning products he or she saw at a discount (but that you haven’t decided to use in the project). Thudin suggests that you might ask him or her: “Are you asking for a discount? Do you not feel my pricing is fair? We went through the contract so what has you feeling this way now?”
And remember, conversations about touchy issues are best handled in person rather than over email or by phone.
Sometimes client frustration with the process will manifest in passive-aggressive communication or through dropping hints. Being direct can help you get to the heart of the issue and be sure it’s resolved immediately.
For example, a client might start mentioning products he or she saw at a discount (but that you haven’t decided to use in the project). Thudin suggests that you might ask him or her: “Are you asking for a discount? Do you not feel my pricing is fair? We went through the contract so what has you feeling this way now?”
And remember, conversations about touchy issues are best handled in person rather than over email or by phone.
Watch now: See the rest of Thudin’s tips in the full webinar
Your turn: How do you set client expectations for success? Tell us in the Comments.
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Your turn: How do you set client expectations for success? Tell us in the Comments.
More on Houzz
Read more stories for pros
Browse millions of photos for inspiration
Talk with your peers in the Pro-to-Pro discussions
Join the Houzz Trade Program
When you’re introducing a potential client to your firm and your process, it’s a good idea to touch on the hot-button issues you know they’re wondering about. These include how much a project is going to cost, how long it will take and what steps (or process) will be involved. Be realistic from the beginning on all of these issues, as this will pay dividends later in terms of earning your client’s trust.
Also consider any tripping-up points you’ve faced with previous clients, especially those you may have experienced more than once. “Those would be good things to really address up front,” says Lindsey Thudin of Houzz’s Industry Marketing team.
For example, some professionals note that clients can get two of the following three qualities on their project: cheap, fast and good. But they can’t get all three. Explaining this helps mitigate client frustration down the road, when you remind them that the choice is up to them.
Cincinnati-based Thomas Decks even explicitly states on the home page of its website, “We’re not the cheapest, not always the fastest; we are, however, according to our customers … able to make you happy.”