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SET EXPECTATIONS EARLY
OUR EXPERIENCE: Our expectation for a tropical vacation was that the beach would be gorgeous. It was stunning in the photos on the hotel's website. But when we arrived, we found it had eroded so much that hundreds of sandbags had been hauled in to keep it from completely disappearing. How could they have handled it differently? They could have updated their website to alert visitors to the reality of the beach. They could have let travel agents know what to expect as well. HOW TO HELP YOUR BUSINESS: When you write your website content, be as clear, concise, and honest as possible about your experience level, services offered, processes, and expected results. Make sure your initial client phone intake answers all your prospects' questions. Send a client agreement before the first session that explains policies, procedures, and pricing.
SPEAK THE SAME LANGUAGE
OUR EXPERIENCE: Since we were visiting a Spanish-speaking country, we brushed up on basic Spanish words and phrases. We didn't expect everyone we encountered to speak English, and we embraced the opportunity to try our Spanish skills. But we found that many people pretended to understand us, but didn't really. HOW TO HELP YOUR BUSINESS: When speaking to clients, don't use business lingo. Clearly explain as you go, and ask if your clients have any questions or need clarification along the way. If you say a project should "go quickly," does that mean three hours or thirty hours? Quantify whenever possible. And make sure you know your clients' goals for their organizing project. Is it to declutter by 50% or to reorganize what they have differently without downsizing a bit? If you don't know before you start, you and your client will not be "speaking the same language" throughout the process.
DELIVER ON TIME, WITH TOOLS
OUR EXPERIENCE: The air conditioning didn't work in our room. We called the front desk, and they promised someone would be there shortly to fix it. Hours later, still no help. We called again... apparently, "shortly" meant some time in the next day or two. When someone did arrive, he brought a hammer. That's it. Not enough tools to do the job. HOW TO HELP YOUR BUSINESS: Arrive on time when meeting with a client. End on time. Bring the supplies necessary to complete the job satisfactorily and professionally. Clean up before you go.
FOLLOW UP AFTER SESSIONS
OUR EXPERIENCE: No one ever followed up to make sure our air conditioning was fixed. Even our charter company's liaison at the hotel, who promised to get the issue taken care of, didn't check back to make sure we were happy. HOW TO HELP YOUR BUSINESS: Send an email or brief phone follow-up a few days after your first session and final session to make sure everything is functioning properly. Often, there is a little tweak you could recommend that would make any trouble spots feel improved. Send a client satisfaction survey at the end of your project as well. This is a great way to find out what you're doing well and where you could improve. (Don't have one? Check out our Client Satisfaction Survey Form here.)
REALIZE THAT BAD REVIEWS HURT
OUR EXPERIENCE: As soon as we got home, I wrote a brutally honest review on TripAdvisor. Now, anyone contemplating whether to stay at this hotel will read my thoughts and see my incriminating photos. HOW TO HELP YOUR BUSINESS: Remember that the client is almost always right, so find a way to make them happy. Know that bad reviews on websites like Angi, Better Business Bureau, HomeAdvisor, Houzz, Thumbtack, Yelp, and Google Reviews tend to last forever.
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