DANNY DE HEK nbsp» Entrepreneur Decision Maker Connector Podcaster EducatorELITE : SIX Think Tank meetings are discussed over ZOOM with our members every Friday at 9:30am.

Facilitated by DANNY : DE HEK meetings are recorded for our Podcast, we’ve been doing this since COVID-19 if you’re interested in joining in with us check out our Website.

EXPERIENCES

  • Agree content/define scope upfront
  • Spend adequate time upfront to really understand the need/task
  • Try to exceed customer expectations to ensure a long-term relationship
  • Remember to check in with your clients from time to time to ensure you are meeting their needs
  • Never ASSUME, because when you ASSUME, you make an ASS of U and ME
  • Set realistic expectations/be honest – avoid “faking it until you make it”
  • Understand your customer – what’s important or unimportant to them and communicate as such
  • Communicate regularly – “no surprises”
  • Agree a schedule of tasks (have a plan)
  • Send out feedback forms or even feed-forward forms

PROBLEMS

  • Reluctant to pay when the invoice reaches them
  • Making assumption
  • Poor communication
  • Disagreement over what was promised vs what was delivered
  • Spending time away from delivering core expectation
  • Unrealistic expectations, lack of customer understanding of tasks/costs involved
  • Scope creep
  • Know the customer you have got, research their background.
  • Staff/contractors letting you down

SOLUTIONS

  • Ask creative questions to expand clients brief, understand their problems, goals, aims. Listen, reflect what you have heard.
  • Explain your scope, deliverables, process, program & cost. Explain your expectations of them.
  • Ensure that the customer fully understands the process / product
  • Create a scope document and manage changes (variations)
  • Get feedback from customers
  • Be responsive to genuine problems or issues
  • Use case studies as illustrations
  • Educate the customer in the value they are receiving for “this” and why they are not getting “that”
  • Offer new clients to talk to past clients – removes some doubt and uncertainty over working together
  • Monitor progress confirm milestones as reached, confirm approval & acceptance, & instruction to proceed.
  • Differentiate between what you can do and what you can’t
  • “Know what you know” … don’t over sell. Big risk to reputation
  • Over-deliver will always lead to positive client satisfaction
  • Contracts, terms of engagement
  • Exceeding expectations
  • Lead by example

TAKES AWAY

  • Document all agreements made
  • Maintain good, regular communication (no surprises)
  • Don’t over promise. Be realistic/honest over expectations
  • Quality does not come cheap. “Pay peanuts, get monkeys”
  • Maintain good client relationships to ensure open two way communication
  • Cherish customer relationships … beware of “radio silence”
  • Look for “win-win” outcomes. Needs to be mutual benefit

NEXT WEEKS TOPIC

  • WHAT DOES IT MEAN TO SUPPORT LOCAL?

Transcribed by Otter

P.S. If you like this podcast please click “like” or provide comment, as that will motivate me to publish more. Would you like the opportunity to be featured on the WHAT : DE HEK Podcast? You are welcome to INVITE YOURSELF to be a guest.