Last month I noted some thoughts about detailed fee quotes and bills for professional work. The posting was inspired by the service I had received from my garage. The same is true of today’s blog as the garage owner telephoned me yesterday. Why? Just a courtesy call, he said. I know we did a lot of work on your car last month and I just wanted to check how everything is.
How do you think that made me feel? More to the point how would one of your clients feel if you called them just to see how everything is going some time after the completion of a big piece of work?
The worst that can happen is that they’ll say everything is fine. Yup. That’s the worst that can happen.
What are the other possibilities? There are only two variations I think:
- We’ve hit a snag, we’ve got a problem, we could do with some more help; or
- I’m not happy with what you did.
The first of those is the one you probably want to hear. It means more paid work. You can provide further help to your client.
The ‘complaining’ type response is nothing like as bad as the ‘everything is fine’ reply. No. I haven’t gone mad. I mean it.
Once you know there’s a problem you have an opportunity to sort it out, to provide further help and to generate some positive goodwill. If you hadn’t made the call you would have been unaware of how the client felt. You might have mistakenly assumed that the client was ‘satisfied’ because they hadn’t complained. You would be unaware that they might well be bad-mouthing you to all and sundry. Your call may have arrived just in time to avoid them formulating a complaint.
It’s upto you HOW to deal with the problem once you become aware of it. Many advisers share storied of how they enhanced their reputation with a client because of the way they resolved a problem. Please share your views by way of comments on this blog.