What made your client to say, “I helped you by giving a project”?

Alex, a friend of mine is an excellent interior designer. You might know that industry, not an FMCG. I mean it’s not a need; merely a want. Usually construction companies take care of this business themselves. Virtually, someone who wants to do something extra, beautify beyond have to contact this interior guy.

We met this Sunday and on the way of discussion he told this story. There was a client of him who had a great artistic taste. Interior works are done by usually big companies and so your budget. So this client contacted Alex and completed the project. I saw his works too. The output was splendid, am sure this client saved lot of money with maximum use of Alex’s potential.

Last week, Alex had another hectic project schedule and at the same time he gave his laptop to service. So for last two official days he didn’t check e-mails.

And when he checked his inbox, he saw five e-mails from this ‘X’ client. It stated that X want to see Alex immediately as there is a problem with his service. And the last mail had a line, “I don’t know why you did not reply, I helped you by giving this project” in the middle of the content.

Alex went to the client and did his service. There was a minor problem and he rectified it. Then he expressed to me that he got hurt by that line.

“I agree this is not a ‘need’ industry, still I feel he shouldn’t have told that”

“I mean… you don’t tell the pizza guy that you helped Domino’s”

I got puzzled. That’s very true. Then what made the client tell such a thing. Sure Alex did something wrong, not in his performance but in his communication.

We guys, seriously skipped “communication classes” in all our academic life. Also those classes did not give such case studies.

Let’s get into this situation today and check out the very important analysis that does gonna help Alex and all of us in our daily life.

Professionalism – that’s the geek word

As I expected Alex is not holding a Current A/C, Service Tax Number or even a PAN Card (In Indian case). This is the problem of start up and budding entrepreneurs. They don’t give enough attention to procedures comparing to the performance in result. Many of the clients expect a Current A/C because that makes the tax issues less complex on the year end. And that’s the same reason why almost all the clients give you the payment in the mode of check.

If you don’t hold a Current A/C, that shows you are not serious about business and that won’t stop there. That means you are the only guy in your company and even worse many might think you are doing a part time job.

Getting them is not that much a problem too. I already explained how to register a company in India. Then it’s a cake walk to get PAN card and Service Tax Number.

Do I have to include giving quotations, projected time table, terms and conditions?

When you shown you are a small company?

It’s not the price that makes the difference between you and big players. Even the top company provides cost effective solution. But the communication style does. Think when and at which situation you expressed that your company is small. It could be like on the way of dialog, “ABC & Co might give such high quote not me” or “If you want that much quality, you should go to ABC & Co”.

In Alex case, he remembers his client saying, “When I started the company and went everywhere like you’re going now, no one gave project. But now I give because I can”

And Alex narrated this and asked me, “Do you expect I should have replied? And what kind of reply I could have given?”

Yes. It’s really hard, especially when it is unexpected.

But there should be a reply that saying, “Its after all business, you see a profit by giving the project otherwise it will turn out to be a charity work”

Well… Some might feel its mocking, you could reform words.

Did you stressed out to ask your competitors?

Ask your client to call another service provider and ask how much your work might cost. He/ She might not do it but you keep on asking. This makes him to remember that you did a great job at low cost and you are daring to show that to your competitors.

This makes the client more comfortable (than your work ).

Be proud; No Inferiority Complex

This deeply affects the client. Always have a pride with your work. There are clients who always mock and you don’t have to be soft all the time. Not everyone dares to become an entrepreneur after all. It’s really a big step and remember you participated while others are just watching.

When someone mocks you, you should defend yourself even protect yourself.

There is nothing wrong here. Even that makes your client to feel good. He/ She won’t mock you again and they too start to believe you are potential.

Procedures

Always ask appointment. Go in time. Hand over visiting card. Give a brochure. Insist to visit the website. Be strict on deadlines. Remind financial terms on time. Clarify how you could support and how you won’t.

These simple procedures build an image in client’s mindset. It makes them to think twice before mocking.

All in all, Somehow the client pictured you as “Don’t Trust”

That’s it. When you are not a big company, building trust is a real challenging task. But once you build it, things will go very easily. Remember networking is synonymous to trusted customers.

You might not be a reason why he doesn’t trust you. Though your works are great, you miss to take a look at the other guys. Not every freelancer tries to keep their commitments. I knew stories of clients got affected by some guys who runaway after getting the advance payment.

So make sure you are trustable. Be available always. Insist your client to use all the modes of communication. For example, this ‘X’ client could have just called his mobile number, just after two e-mails.

I hope this gave an insight on communication skills to be noted on client interactions. Kindly revert back your views on comments.

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