If you were a client of your business what would your experience be?
It is the business owner’s responsibility to see the situation from their and the client’s perspective.
First … outline all the current steps you go through with a client.
The following are the four most common stages: prospect, close the sale, new client and existing client.
What are the steps you go through in moving a prospect to a client?
How do you welcome a new client and keep an existing client?
When do you talk about expectations you have in working together?
How do you help clients overcome challenges so your working relationship is a success?
Use the steps of your process to highlight the value the client will experience in working with you and demonstrate the activities in your process of how you bring that value.
The following example is based on a real estate agent who may do extensive marketing for the client, coordinating of activities and so on.
The first step maybe to provide the client a standard calendar of events or checklist that helps to prepare the client for what they are responsible for and what they can rely on you for.
Examples: how far in advance pictures of the home need to be submitted, marketing space reserved, sales information sheets printed…. When the client understands your timeframes it is easier for them to say what they can commit to.
Agreeing on a timetable:
Establish at the first meeting the timetable and priorities with the clients. Ask the client “Is there any foreseeable reasons that would prevent the client from being able to fulfill their part in the timetable?”
If the client says there are potential challenges or reasons address them. Probe further and together determine what has to happen to overcome these challenges. This will assist the client in staying committed as well as give you confidence of how committed the client is.
If you find during the process of working with the client the timetable begins to change, then this is the time to ask the above question again.
Setting priorities such as cosmetic or structural work that has to be done. Discuss with the client and come to a mutual agreement of what is most important in coordinating with the best time to list the house.
For example if it is more important to list because of the time of year than it is to delay for cosmetic changes be clear with the client until you have a mutual agreement. Just because we have said it, does not mean we have heard it. Come to a mutual agreement.
Home to always be in “showing condition” and pets removed:
Understandable and an agreeably obvious expectation… but the reality is people still have to live in their homes. Clients who have extremely busy lives may find it a challenge to always ensure the house is in the best state and may have not thought out how to handle pets.
For clients it again is an exciting and stressful time to be selling a house. Working through a list of challenges a client faces in keeping the house in show condition and/or dealing with pets – discuss these challenges up front.
The client does not foresee any challenges?
Share a few examples you have experienced to prompt them and clarify what you are asking. Then determine strategies such as hiring a cleaning company during the time the house is listed, arrange for a pet walker…
Offering your clients these tips will certainly help to make a stressful situation easier and it will be appreciated.
What have you assumed your clients know about your business? How can you improve your client experience?