Tying up lose ends | Jul 17th 2008
One of the important things I’ve learned about running a business is that good customer service should extend through the entire life of a project, and is just as important (or even more so) when wrapping things up.
An article on the U.S. Small Business Administration’s web site, SBA.gov, reports that 91% of unhappy customers will never again buy from a company they’re displeased with and (perhaps the most disturbing statistic) they will voice their negative feelings to at least seven other people.
Given the above statistics, it is critical to have a sound exit strategy when ending a project, whether it is a long-term assignment or a short-term gig. This philosophy has helped me consistently grow my professional network throughout the years.
Here are a few of the strategies I employ to ensure clients are happy, not just until the very end of a project, but long after they write me their final check.
Wrapping it up
I always conduct a project wrap-up to ascertain the successes and failures of a given project. This often involves putting together some slides which redefine the original goals of the project, pinpoint major project milestones, and provide feedback and recommendations for how to leverage key learnings. I make it a point to schedule a call for the wrap up so I can review my slides and talk with the client about next steps, if any.
Keeping it open ended
I make every effort to maintain client relationships beyond the life of a given project. For example, I let my clients know that I can be reached any time if they have questions about a project a few months down the road, or if they need my opinion about something they plan to do going forward (even if I won’t be involved for the long-term). Clients really appreciate this accessibility.
Paying it forward
When a past or present client needs something done that I can’t do, for whatever reason, I make it a point to refer them to someone who can do it. My goal is for my clients to walk away with a solution, but that solution doesn’t have to be me. This last piece of advice may seem very counter-intuitive to business expansion, but it really works. Satisfied clients pass along my name to colleagues, and people I’ve referred remember me when they move on to new companies.