1. Perceived Lack of Involvement – You can be working overtime for your client, but does your client know that you’re putting in all this work? The answer is no. Your clients will naturally assume that when you do not communicate with them frequently, you are either slacking or do not have your heart in the work. Check in with your client at least every week to tell them you are making progress, and offer to meet with them in person, even if you have to travel. Always maintain frequent communication with your client to avoid perceived lack of involvement.
2. Billing Before You Have a Visible Product to Show for Your Work – You may have put hours of work into your client, but if you do not have any evidence of your work, you need to postpone billing your client. You must have a visible product to show your client for the work you put in. A bill of any amount will make your client nervous, but the client will pay and continue to work with you if your service is high quality.
3. Listening Poorly – In any meeting with a client, it is ideal to listen 80% of the time and speak 20% of the time. Your objective is to meet their needs, and in order to meet their needs, you have to listen to their requests and goals. Write down everything, because if you lose what you think is a minor detail, could be a deal breaker to the client. Even if you have an amazing memory, do not trust it, and have a record of every meeting with notes. That way you can refer back to them.
4. Slow Delivery – Time is money, even in the clients perspective. If a client calls you or emails you, return instantly or as soon as possible. Waiting over a weekend to reply to a Friday email will make the client question your commitment and fast delivery. Reply to an email sent on Friday even if its after business hours. Let your clients know when you can complete work for them, and meet those deadlines always.
5. Service That Fails to Meet Their Expectations – When your client puts money into you, they have an expectation of a quality product or service already set in their mind. If you fail to meet this for the amount of money they spent, you are already putting yourself at risk for your client to walk away. Even if you meet or exceed your clients expectations, you cannot go over the agreed upon budget, or you will not be meeting their financial expectations. Always provide the highest quality service for your clients and work for them efficiently to manage cots.