SQL Server

Guiding your clients to success

by Laura Lee Rose

Guiding your clients to success

(Clarity of Expectations)

Career Management Series

By Laura Lee Rose

Hello, this is Laura Lee Rose – author of TimePeace: Making peace with time – and I am a business and efficiency coach that specializes in time management, project management and work-life balance strategies. I help busy professionals and entrepreneurs create effective systems so that they can comfortably delegate to others, be more profitable and have time to enjoy life even if they don’t have time to learn new technology or train their staff. I have a knack for taking big ideas and converting them into smart, sound, and actionable ideas.

At the end of the day, I transform the way you run your business into a business you love to run.

Today’s topic is still centered on fully satisfying the client.

I’ve worked with several companies that have every intention of fully satisfying the client and consistently miss the mark. Often times, this stems from

1) Assuming that the client actually knows what they want.

2) Allowing the client to drive the schedule and feature scope

3) Allowing the client to dictate the terms of the project.

You are the expert

What most business owners and even employees forget is that “YOU ARE THE EXPERT”. If the client had all the answers, they would not be hiring you. Many clients need to be guided, directed and even instructed toward success. And they have come to you for that service.

Take ownership of your expertise

Don’t wait for the client to tell you your job. Be transparent on what you can and cannot accomplish within the timeframe. Provide the project schedules and timeframes.

Also, outline what you expect from your client as well as what they can expect from you. Do this at the beginning and before they sign the contract. This lays the foundation for working together. Don’t be less afraid of losing a client than gaining an unmanageable or unreasonable client.

For instance, clearly state that you will be providing them with multiple opportunities to review and give feedback; and then outline that you expect them to return feedback on the deliveries within 2 business days so that you can stay on schedule. Tell them upfront that you will also be following up after 2 business days to gather that feedback. If the client needs additional time (which will be fine), set the expectations that time will be added to the delivery schedule.

If you sit back and just wait until they have the time to give you feedback, your schedule is worthless. They have other projects and tasks on their lists. Managing your project schedule isn’t their top priority. But it should be yours. Therefore, you should be the one driving the review schedules and following up on their deliverables to you. Don’t wait for them to drive it. It’s not their responsibility.

Showcase your talent and skill

Keep the client informed as you go, and provide frequent status, prototypes and demos of you work along the way. Update the schedule as you go along. Make if your mission to provide the answer before they ask the question.

Continuous and frequent demos build client confidence and satisfaction. It also provides early opportunities to correct your course, should you be going in the wrong direction OR the client changes their direction.

Fill talent gap with other resources

Often times you can get your clients going in the right direction but they may need more services than you can provide. Fear not! You don’t need to be all things to all people. But you should create a business network of talent. Supplement your offerings with those that compliment. Use your LinkedIn and professional organization network to create a full-circle offering for your client.

There are many ways to build your business relationships, product funnel and client roadmaps.

I know your situation different and unique. For additional information on this topic, please contact LauraRose@RoseCoaching.info

I am a business coach and this is what I do professionally. It’s easy to sign up for a complementary one-on-one coaching call, just use this link https://www.timetrade.com/book/WFSFQ

Author: Laura Lee RoseHello, this is Laura Lee Rose – author of the business and time management books TimePeace: Making peace with time – The Book of Answers: 105 Career Critical Situations – and I am a business and efficiency coach that specializes in time management, project management, and work-life balance strategies. I have been in the software and testing industry for more than 20 years. I've worked with such companies as IBM, Ericsson, Staples, Fidelity Investments and Sogeti in various client advocacy and project management roles. The techniques I used in my business coaching and client advocacy work saved these companies both time and money, which resulted in on-time, quality product delivery with higher client satisfaction. Even though I excelled in the corporate environment, I felt a calling toward something more. I now uses my time management, work life balance and personal development skills as a life coach and Corporate Exit Strategist. I help people blend their goals and dreams into their everyday lives. I use creative transition strategies to help my clients realize what really matters to them. Combining inspired action with practical, tangible techniques easily lead you toward more autonomy, freedom and balance. I am a business coach and this is what I do professionally. It's easy to sign up for a complimentary one-on-one coaching call, just use this link https://www.timetrade.com/book/WFSFQ With enough notice, it would be my honor to guest-speak at no cost to your group organization.