Flexibility, change and the ability to adjust on a dime are hallmarks of a home business. Many of us are drawn to this type of work because we crave and need to be able to meet the needs of our families and others AND work and generate income at the same time. BUT, too much flexibility can make it hard for customers to find us and stick with us.
Customers want to know what sort of service they will get, the hours to reach us, and how we will follow through on orders and service. If we make too many changes or draw the flexibility card too often, they will get tired of having to adjust their schedules and expectations and go with another business. For example, say you are providing housekeeping services and have set up a specific time each week to clean a customer’s house. If you are frequently late, move the appointment or make other changes–they will very likely lose patience and go with someone who is more predictable.
While you may really need the flexibility of being able to cancel appointments, extend deadlines, or make adjustments to agreements–try to put yourself in your customer’s shoes. Some may be fine with the flexibility and appreciate the looseness of working with someone who is operating a home-based business. But others may have tighter schedules, or want a more predictable arrangements. They may need to count on your products or services and your frequent changes may make it tough for them to remain loyal.
So, what can you do about it? Try to keep the changes and adjustments to a minimum–or if you are really a loose, flexible home business, make sure you let your customers know from the very beginning. If you are likely to cancel or move appointments, miss deadlines, change delivery or service dates, etc.–talk this over with your customers at the beginning so they know what they are getting into. But, keep in mind that this is not considered standard business practices and you may lose customers if you are too changeable.
See Also: Coping with a Loss or Drop in Business Income
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