We spend a great deal of time in our home businesses trying to predict and assess what our clients and customers need or want from us. We may even attempt to morph or change our business to meet those anticipated needs. But one place some small businesses stumble in that we are not communicating well with our customers and clients about what we need from them. Do your customers actually know what is expected from them and what their role is in the whole negotiation/sales/business relationship deal?
Setting clear expectations in regards to order forms and process, deadlines, payment policies, and return policies are all ways of making it obvious to customers and clients what is expected from them. I know that you might be thinking that this is off-putting to people but believe me; people would rather know what is expected of them than to bumble along and make mistakes. Not to mention, setting clear expectations can provide a backbone for future relations.
When you make a sales presentation or present a proposal, it is good business to let the customer or client know what their role in the whole process is: “I appreciate your looking over this proposal. I will be calling you on Thursday to see if you have any questions and I would really appreciate having your decision by Monday morning.” You can see how setting down the expectation makes it very clear (and easy) for a customer to know what is expected of him or her.
I am of the belief that many communications issues and problems come up in our home businesses because we are being vague or shying away from stating things very clearly. We are afraid we will seem too forward or pushy or bossy. In fact, the more detailed and direct we can be (with tact, of course), the more likely we are to avoid communication breakdown and misunderstandings.
Also: Finding Out the Right Questions to Ask
Too Pushy, Or Just Good Follow-Up?