Set Expectations Upfront With A Customer Welcome Pack

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bayezid70
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Set Expectations Upfront With A Customer Welcome Pack

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Have you ever noticed that Amazon packages regularly arrive earlier than expected? They will tell you that the package will arrive on or before the 27th, and when the package appears on the 23rd, you are pleasantly surprised. Amazon defines itself as the hero by properly setting your expectations up front and then beating those expectations. Featured image for: Setting expectations upfront with a customer welcome packIf they don't send you the package before the 27th, you're still happy because they met your expectations. What is the opposite of that? I once worked in a restaurant where the owners told the host or hostess never to say that the wait time for a table exceeded 45 minutes. This short-sighted policy has led angry customers -- who waited over an hour to be seated on busy nights -- to walk out with a bad taste in their mouths because their expectations weren't met. Need more customers? Get more freelance work with our FREE book: 10 New Clients in 30 Days . Enter your email below and it's all up to you. work email DOWNLOAD NOW Setting and meeting expectations is crucial for your freelance business, but it's often an overlooked area. Not meeting the expectations you set for yourself is bad enough, but not setting them can be just as bad. Without setting expectations, your client gets lost, and this can be especially detrimental in those crucial first moments and days between agreeing to work with you and the project launch date. Dropping the ball at this early stage can lead to buyer's remorse and damage the working relationship.

How to avoid this? By telling your new client exactly what to expect during the project, both the good and the bad, and then meeting or exceeding those expectations. One way to meet these expectations in a professional way is to use a customer welcome pack. A customer welcome kit is a document you send to new customers (digital or printed) where you state your policies, explain how best to work with you, and describe your process in as much detail as possible so that there are no surprises. during the Buy Email List project. What to Include in Your Customer Welcome Pack Divide your customer welcome pack into three main sections:A section to welcome and validate your prospect's decision to work with youA section to clarify your policies And a section illustrating your process Remind them and reassure them why they work with you You'll want to welcome your new client by reassuring them that they made the right decision in hiring you. Immediately after making the decision to buy, questions start popping up in your customer's head about whether or not you are the right person to deliver what you promised. By reassuring them, you will put them at ease and you will be more likely to gain their trust, which will pay off during the project when you try to gain their support. In this section you will also show them that you have always listened by reaffirming the goals of the project and reminding them why choosing you was the right decision to achieve those goals, perhaps due to your extensive experience in solving problems like theirs. Make your policies clear “Tell the customer precisely what to expect, even when what to expect isn't a lot of fun. – John Jantsch After welcoming them into this new working relationship and reassuring them, you will want to manage their expectations by spelling out all of your policies:Your availability and working hours When and how to communicate Key points of contact payment information How to work best with you Revisions, delays and penalties in the event of non-complianceWhen clients start acting on a project, whether it's not following your lead, paying late, or asking for a million reviews,

it's probably because you haven't done enough to clearly set expectations. or highlight those areas of concern for your client. For example: Let's say you have a new client. You sent a proposal, they liked it and signed your contract. Somewhere in the proposal or contract, you stated that your policy is three concepts and three rounds of logo design revisions. If after delivering the logo design, your client starts asking for a ton of additional revisions, you would be tempted to label your client a difficult client. After all, you explained your policy to them, didn't you? But if you buried that font somewhere in your contract, your client may have missed it. Your areas of concern are not a client's priority when considering working with you. Your customer welcome kit gives you another opportunity to reiterate these areas of concern at a time when your customer will be more receptive to hearing them and more likely to follow up on them later. Chances are if you included your revision policy in the original proposal and then mentioned them again in the welcome pack, along with the cost of additional revisions AND a breakdown of what exactly one review, your client won't ask for a million reviews. . It's when things aren't clear that customers start to make assumptions and bend or break the rules. Teach them what they need to know about your process Finally, you need to help them understand your process. Guide them through the different phases of your process so they have a way to determine where they are in the overall process during the project and don't get lost.
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