It is always the Navigate Working customer who manages to ruin his day.
You see their names in your inbox and the puddles of fear in your stomach. “Maybe it’s not that bad,” you tell yourself. Maybe they just have one question.
But yeah, it’s a doozy. Their recent work seems absurd, or they can’t afford it this month, or they have “just a few small changes” that aren’t insignificant or insignificant.
You know the customer I’m talking about.
Any agency or consultant who has worked in the industry for more than a day has worked with clients in need.
Sometimes it shows your disability immediately, sometimes they wait until you’re halfway through a six-month contract. Either way, it may be serious enough for you to seriously consider whether this activity is beneficial or not.
But just because everyone has problems with customers every now and then doesn’t mean you have to deal with them. You deserve to enjoy your work, open your inbox fearlessly, do your best, and know that you are appreciated.
This is entirely possible with a few small changes in the way you run your business. And today we bring you all here with the help of the best and brightest DM-certified partners. Here are some tricks to navigate when dealing with customer problems.
You don’t have to have any problems with the customer in Navigate Working:
The first thing you need to understand is that there is absolutely no need to work with these types of clients. It doesn’t matter how much money or “under-qualified,” you think.
To prevent customers from causing trouble and hating your job, your business will always do more harm than good. So, if someone is a bad egg, you must have the power to stand up for yourself.
But every agency has bad clients, and it’s not uncommon to go through a phase where it seems to have only clients. Fortunately, there are a few things you can do to stop this type of customer from stifling job satisfaction or canceling the closing price.
We got many of these tips and more from Steven Werley, one of the speakers at our recent Certified Partner Training Day, where the best spirits from our DM Certified Partner program come aboard and talk about what works for them.
Look, it’s about establishing checkpoints and limiting obligations so that you don’t get stuck in a contract that you can’t or don’t want to fulfill. And it all starts with a single call.
Always have an introductory meeting
One of the best ways to solve customer problems is to never work with them.
And the easiest way to do this is to filter all prospects through an introductory meeting, also known as a qualification or discovery meeting.
An introductory meeting is one of the first points of contact with a prospect and the easiest place to get rid of customers who don’t suit you. This way you don’t waste your clients’ time with hours of consulting meetings and discussions. You just spent a few minutes on a phone or video call.
The best way to be successful with these calls is to have a list of “red flags” or disqualifying factors handy. That way, you have tangible justification for you and the client when discussing these topics in a conversation, because it’s not a good idea.
These disqualifying factors vary widely, depending on your business and personal preferences.
If you only want to work on the strategy with your clients, we recommend filtering clients who are looking for services tailored or designed for you. If you think you are primarily working on a specific service, such as just a media buyer, you want to turn down customers looking for other services, such as web design or content creation.
The only thing to remember is that you don’t have to do everything. If you try to provide services that you don’t like or are very good at, you and the customer will not like the contract and problems will arise.
But as long as you have a list of warning signs during your introductory meeting and are honest with you and your client about what you have to offer, your first contact will be successful.
Provide value to create better expectations
Sometimes the problem customer is not necessarily a problem customer. In many cases, it is someone who simply is not heard or does not see how you can help them. And if your communication troubles are related to the desperation of a customer needing help rescuing your bankrupt business, it’s not uncommon for claws to appear.
But as long as the customer feels he is making money, he will be happy. This means you need to add a lot of value as soon as possible.
This is what we like to call ‘first value’. And if you’ve never heard of it, you’re welcome to a new world of customer relationships.
And that’s the key.
By presenting scene value in advance, you prepare your clients to keep coming back. Because to them you have heard their problems clearly and are already helping them. And if the first meeting is worth it, they can only imagine what a long-term contract would be like.
Start in the short term
Speaking of long-term contracts, another great way to avoid problems with the customer is to avoid long-term contracts first.
It can certainly be a good idea to know that you’ll have a guaranteed check in the mail for the next 6 months or even a few years, but Steven has learned better, and you should too.
I’m not saying you should treat every customer like a time bomb. But don’t get involved in a partnership until you know the customer well. And as long as you add a lot of value and employ suitable customers, your customers will keep coming back with shorter contracts.
Offer them the money back
Let’s tell the truth. Sometimes things can fall through the cracks. Maybe the customer appears to be someone who wasn’t originally there, or maybe he didn’t even know what he needed.
Even if you do it the right way, some customers will do the wrong thing. And if you can’t deliver what the customer wants, you’re better off reducing losses and getting your money back.
Whatever you specialize in, sooner or later you will have to deal with customer problems. But if you can help succeed with these strategies, you’ll eliminate the greatest opportunities before they go wrong.
By providing a lot of value to customers who are simply looking for what you have to offer, the customer will be more likely to ask for more services and you will be much more satisfied with your work. And that’s the best you can ask for.