Whose Experience is it Anyway?

August 13, 2021

Delivering a great client or customer experience isn’t as simple as it sounds. Professionals who deliver services to either businesses or individuals may assume there is only one way to do it “right.”  While there may be standards and best practices, an exceptional experience is based on the client’s perception – not yours – but you can indeed affect how your clients and customers feel when they work with you.  After all, their experience isn’t just about the outcome, it’s about the process.

With that in mind, start a project the right way by talking your client about their expectations and preferences.  Ask about their timelines, when they want to see updates, how often they want communication, and how best to communicate (phone, zoom, in person, text). Clients can be lost and won on the basis of responsiveness, so make sure you know how quickly they expect return phone calls and emails.

These seemingly small details add up to how your services are perceived. You were hired because you are skilled in the service you provide, but never forget that you are not the only option. Competitors are ready and willing to take your place if the experience is subpar – even if your services are excellent.

Communication is always critical, so consider using some time (free of charge) to interview your client and ask how things are going. These periodic check-ins will serve you well in two very important ways. First, you will be able to troubleshoot any small issues before they become big ones and give you an opportunity for correction. Second, the client’s experience is enhanced because you cared enough to ask for honest feedback, and your quick efforts to improve will be remembered.

If you’ve ever heard the term “it’s not about you,” it definitely applies here. Confidence in your company’s expertise does not directly translate into “the right way” unless you and your client are in agreement on the expectations.  Establish those early, check in often, and when you have a happy client in the end, the referrals will follow.