No matter what kind of enterprise you run, from operating a freelance website as a graphic designer to hosting a small business, or even acting as an ambassador between company and client, it’s essential to remove friction from your relationships at all levels.
First, we have to define what that “friction” even is. To our mind, friction implies miscommunication, unclear processes, or even disagreements that aren’t resolved amicably and easily. For example, let’s say you’re a freelance artist.
If you don’t make it absolutely clear about how many revisions you afford your clients before you have to charge them for a new piece, that’s friction in action, and you can’t expect your client to be happy with such an experience, even if they’re willing to let it go.
So far, so good. Yet identifying friction isn’t necessarily the same thing as fixing it, or overcoming the challenges friction might present. In this post, we’ll discuss three methodologies of removing said friction and determining a better future for your brand:
Clear Expectations
All worthwhile and seamless service is based on communication, which sets clear expectations. That’s why it’s so important to be upfront and transparent about everything you have to offer, and when it will be delivered. You could even split your service into multiple tiers where each provision is clearly marked to be included or not at that price range.
This way, you can treat every client the same especially if a similar client returns again. With client management software you can also make certain slight variations in client care are considered, such as discounts for those returning for a third time. Making this absolutely clear is essential, even if it costs you a sale. It’s better for a potential client to naturally realize the service isn’t for them than to overpromise and underdeliver, souring their opinion of you permanently.
Set Boundaries
You’d be surprised to know that it’s rarely boundaries that cause friction, but trying to accommodate services that you fail to actually accommodate correctly. For instance, accepting a large volume of orders you know you’ll struggle with simply because you don’t want to lose the client. It’s important to take a full and comprehensive understanding of your capacities to be in the know about how you can help further clients. In some case,s this might help you find a better projected date so your client stays in the loop. First, that comes from being clear about what you can offer and setting boundaries to contain that with your client.
Make The Process Easy
Note that boundaries shouldn’t needlessly complicate the process. In fact, it’s essential to make onboarding as streamlined as possible. With the best ecommerce payment provider, booking order or request quote forms, and tiered services that present all the information up front, a business can independently curate the best sales funnel without necessarily needing one-on-one customer contact at all times.
With this advice, you’re sure to remove friction between you and your client in the best possible sense.