10 Keys to Avoiding Bad Client Experiences Before you decide to start a new client relationship, make sure you offer what the potential partner actually wants or expects.
By John Boitnott Edited by Jessica Thomas
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Challenging client experiences are bound to pop up at some point during your time as an entrepreneur or small business owner. Sometimes you'll know you did everything you could to please a client, and they'll still feel like you fell short. In this case, there's usually not much you can do other than graciously accept their feedback.
While some bad client interactions might be out of your control, there are several steps you can take to prevent problems and conflict with customers in the first place, and ways to mitigate them if challenges do emerge.
Here are 10 tips for avoiding bad client experiences:
Related: What to Do If a Client Ghosts You
1. Do your research before selecting a client
Getting new clients is exciting, especially as a new business owner, and it likely comes as a relief when a stream of clients starts approaching your business. However, it is wise to vet your clients before taking them on to make sure your product or service aligns with their goals. For example, are they expecting the services or products you're planning to deliver? Are they paying you what you've determined is fair?
Vetting your new client may seem like a hassle at the moment, but you'll thank yourself in the long run for only taking on customers who make sense for your business's bottom line.
2. Don't be afraid to say no if a project doesn't feel right
If you don't feel confident that a client is a right fit, don't be afraid to politely decline a deal. This can be an intimidating task for a business owner, especially if you're just starting out. Although turning business away might not seem natural, it's probably the right thing to do in the long run for your company. The last thing you need is a forced collaboration with a client who doesn't respect you in some way, asks for more than you've agreed to or some other issue. You ultimately are the best judge of whether this is the case, so listen to your gut.
Related: 6 Things to Do When a Client Loses Interest in Your Work
3. Consider your resources and time
It's exciting to think about taking on a high-profile client. But if you don't have the resources or experience to meet their expectations, you should think twice before going ahead with them. Think about what you can provide to your clients, and consider how much time you need to deliver on these commitments.
If you feel it's best to get back to a client in a few days while you figure these things out, that's ok. Reasonable clients will thank you for being diligent about coming up with a realistic timeline and budget for a project.
4. Establish clear expectations and communication channels from the start
Communication is key to creating healthy relationships with your clients. Once you've done the research and determined you have enough time and energy to service a potential client, the next step is to establish clear timelines, expectations and forms of communication.
Let the client know if they will spend more time working with other team members, or if it'll take months before your services will be complete. Honesty and clarity upfront is one of the most important ways to ensure your client will walk away from the interaction feeling satisfied.
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5. Don't make promises you can't keep
At the moment it can be tempting to agree to any demands your clients may have. But, it's better to stick to what you know is reasonable or fair rather than stress yourself out by offering more than you can deliver.
The key is finding the balance between making your client happy and not overcommitting yourself. Take the time to think through what you're agreeing to before committing. A common mistake (and a surefire way to disappoint your client) is if you have to walk back on a commitment you've already made. Try not to get overenthusiastic about objectives in the initial client meetings, and stick to what you can give to the client in their allotted timeframe and budget.
6. Follow through on your commitments
Once you've decided on the commitments you can realistically make to clients, it's very important to follow through. You've established that you have the interest, time and resources to go forward. Now it's time to execute. This is what being an entrepreneur is all about and should be the fun part.
7. Be professional and respectful at all times
One way client relationships can go awry is when a client starts to feel like a friend. Although it is important to be friendly and polite, it's a good idea to keep a professional distance from all of your clients.
Once the line between work and play gets blurred, things can get messy. Maintaining healthy boundaries with your clients helps ensure you can meet expectations because it stops emotions from affecting how you execute your work. For example, if you let those professional boundaries blur, you might be more inclined to deliver on a project earlier than you would. That puts you in a position where you may have to deliver earlier going forward, which could negatively affect timelines on other projects.
Related: Why a Self-Aware Leader Is a Good Leader
8. Address concerns and complaints immediately
Conflict with clients inevitably arises. When it does, act swiftly to address concerns. As a leader and small business owner, don't shy away from complaints. Accept responsibility and reassure your clients. Again, communication is key, so creating a space where clients feel comfortable bringing up their concerns before a real conflict comes up will help make sure your clients feel listened to and taken care of.
9. Set boundaries and take care of yourself
When you (or your business) is stretched too thin, everyone loses out. Make sure to maintain a healthy work-life balance so you can show up to work each day with a full tank. Busy entrepreneurs often struggle to give their personal life just as much focus or energy as their professional life. But, remember that it will benefit both you and your clients if you are consistent in carving out time to reset and recharge.
10. Do whatever it takes to make them happy (within reason)
Don't forget the adage "The customer is always right." Do whatever you can to make your clients feel like the star of the show. Sometimes it is worth it to deliver more than you had planned or even break your usual protocols to make your client happy. Of course, sometimes a client's demands may be unrealistic.
While you cannot move mountains for a customer, giving a little wiggle room to make them feel special is an effective way to increase the chances they'll walk away knowing they had a positive experience.
Related: How to Build a Company Culture That Retains Loyal Employees
