Resolve to De-Confuse Clients

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What confuses your clients?  What are the things that your clients never seem to really understand?  Is it the directions to your office, your retainer agreement or their monthly bill?

No matter how much you deserve it, undivided attention from clients is a rarity today.  Whether it is because of their email pinging, cell phones ringing or children screaming, you’re getting less attention from clients now then ever before — and a distracted client is far more likely to be a confused one.

That’s why, in 2010, you should resolve to make every communication you have with clients (both in person and via mail/email) less confusing.

Start by asking every client in every meeting if there is something you could have made clearer and easier to understand, and pay attention to the things you explain over and over again.  Next, pick one of those things each month to “de-confuse” for your clients.

Whether you use photographs more, rewrite your retainer agreement so a sixth-grader can understand it or complete a “Frequently Asked Questions” handout, by the end of 2010, you’ll find your less-confused clients are easier to serve and more satisfied with you.

One Response to Resolve to De-Confuse Clients
  1. Chris Bailey
    December 26, 2009 | 10:50 am

    And a client who doesn’t feel confused, doesn’t feel powerless or helpless in the relationship. A client who feels like an equal partner will be one who succeeds and sends along quality referrals. Good reminders to think about as we enter the new year.

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