Long-time back I learned that to keep a client from getting angry or frustrated you need at least 2 of 3 of the following:
- On-time delivery
- Delivered within the client’s budget (or less that they are used to)
- Or exceptional quality
If more than 1 is missing you’ll lose the client.
I have found this to be true time and again.
As you grow in business it makes sense to not focus too much on the client budget but tying it to value instead.
If you want to go to the next level then add three things to it.
One, set expectations. How you work. How you talk – email, call, text, WhatsApp, video. When are your work hours? And, what will the client get – value/deliverables after working with you. Should they expect options? How many iterations. Single point of contact or more.
Two, ask questions. Before you start and make sure you have everything that you need to deliver on time and at the level or beyond the client expects.
Two, over-communicate. Before delivery especially. Tell when will you start work. Update when you start work. Then in the middle, before delivery and also on the day of delivery. And be there to hear (and fix if needed) what the client has to say about your work once you deliver.
Do this and you will make your clients really happy and your business really successful.