Do this and you will have satisfied clients

As an organization, one of your goals is to have satisfied clients. Clients who are satisfied give you repeat business as well as referrals. On the other hand, if a client is dissatisfied you are losing revenue. They may take their business elsewhere or even give you a bad referral. 

Watch out for the symptoms

It is really easy to miss out on symptoms. If a client does not pay you on time, they are having doubts about the actual value you offer to them. The client is having a hard time connecting your services to the bill you sent them. Or you ended up creating something that was different from the client’s expectations. 

What to do in this scenario?

Catch this early, at least in your first billing cycle. Meet the client in person when you present your first invoice and chat with them about how things are going. Explain how you have billed them and explain the structure of the invoice. Get a verbal approval from the client. If they express any concerns, acknowledge it and go and fix it. Once you have fixed it, meet with the client again to make sure the issue was resolved and bring up approving your invoice. On of the things clients love is a fast response. If you have resolved their issue quickly, you have a very happy customer. 

What not to do?

I have often noticed that an invoice is sent from the finance department. These folks sending reminder emails does not help in this case. The project team needs to make sure that their time sheets sync properly and that they did serve the clients the way they wanted them. 

What other issues are you facing with your clients? Share them in the comments or private message me. 

Have an amazingly productive week!