Steps to Clear Client Communication
Everyday on one of my cake groups I see at least one post that goes along the lines of:
“They contacted me weeks ago but never confirmed and now they are expecting a cake by tomorrow morning”
…or some variation of this. So I wanted to write up my best steps to ensuring CLEAR CLIENT COMMUNICATION. Hopefully this will allow you to avoid last minute panics or guilt over turning someone down if needed.
- Start as you meant to continue. Set out your terms and conditions clearly and in writing with any quote you send out.
- Align your t’s and c’s to your values. Take an hour or two and decide what your values are and use those to guide you in setting up t’s and c’s. eg. What days/times do you work? Are those times flexible? This is your business so you can set the rules.
- Create a firm boundary. Ensure that the client has understood the terms (eg quote valid for x days, date for deposit and balance due etc) stick firmly to those boundaries. If they haven’t kept to the terms, firmly but gently know that their booking is NOT confirmed. In my experience if they mess you around at this stage they will continue to do so in the future.
- DO NOT get on the rollercoaster with them. Try to remain calm, open and friendly (even if they are worked up). If you need a moment to compose yourself before dealing with them, take it! Angry words serve no one and if you have a good contract in place you can proceed with confidence that you are acting in a manner aligned with your values.
- Be clear and concise. Be clear about what is expected from both parties in the process, keep it short and easy to understand. Make sure you have their agreement.
- Resolve conflict as soon as possible. If you do find yourself in conflict with a client, resolve it as soon as you can, be direct and don’t try to avoid the conflict or pass the buck. Be compassionate to their situation and see if you can turn any complaints into a positive.