Optimal Client Service Notes
1 – Avoid industry jargon. You may make your client feel foolish.
2 – Pause: Creating a pause will tend to calm you down and make you appear less nervous. When you pause you create an empty space in which the client can ask a question or make a comment. This may encourage dialog. The client has power, you have less. Pausing creates uncertainty. That uncertainty may shift the balance of power slightly to your advantage.
3 – Look for opportunities to give advice that may be contrary to your own best interests.
4 – Ask open-ended questions. Avoid questions that lend themselves to yes or no answers. Ask “What are you worried about? What are your concerns? What was it like in the early days of your company? What led you to get into this industry?”
5 – Be positive, be upbeat. “I’m great! How are you?” You have been hired to solve problems for the client.
6 – Be careful about mixing business with social activities. Work hard and be smart.
7 – Be humble. Having or showing modest or low estimate of one’s own importance.
8 – Be responsive. Return phone calls and emails in a timely manner. Leave the impression with the client that they are important to you and follow up by being available and responsive.
9 – Take a position. Clients hire you to give advice. Give them your advice. Advocate for one option.
10 – Control the meeting. This is your meeting, not anyone else’s. Don’t let anyone highjack your meeting or take you off topic.
11- Have an agenda. Take notes and write things down. Communicate the agenda up front. Agree on the agenda first. Agenda items can be added or removed. Recap follow up items at the end of the meeting.
Arguably, these items may be easier said than done. However, it seems like a good framework.
Kind regards …. Editor