Comments on: Countering Bad News

By: Lori

Lori — Tue, 04 Jan 2011 18:12:23 +0000

It's not a bad idea in terms of listening to your clients, Sal. From that perspective, it's a great motivator. And it is incentive for clients, amen. I just worry about those few who will drive you nuts with endless revisions and then expect a refund. I'm sure there's a way to counter that.

By: Sal

Sal — Tue, 04 Jan 2011 16:22:59 +0000

Well, I just announced it, so I'll get back to you in six months 😉 Having that guarantee there will do two things. First, it will make sure I keep listening to my client. Secondly, it puts a little comfort in for the client that if they don't see the results we outlined in the contract, they aren't wasting their money. In a time where people are watching their pocket books, why not give them the comfort to know they are choosing the best person for their project?

By: Lori

Lori — Tue, 04 Jan 2011 13:16:32 +0000

Sal, that IS a big guarantee. I'm hoping no one has taken advantage of that guarantee. I worked for a resume client once whose customers were promised a 30-day guarantee. That meant every time someone wanted to tweak their resume, we writers had to do it for free. There was more than one instance of customers coming back 29 days later wanting a "revision" that was actually a complete rewrite to fit one job listing. It's the main reason I quit that client.

Devon, I love your self-imposed title. :) I'm about to become UPS's worst nightmare.

As you know, I bitch to you. LOL You're good at understanding when clients are trying to avoid payment. It takes practice, but we all learn it eventually.

By: Devon Ellington

Devon Ellington — Tue, 04 Jan 2011 12:30:25 +0000

I stomp around the house and bitch and moan in private. When I cool down, I really look at what they've said and try to come up with viable solutions when it's legitimate and not just trying to wiggle out of payment.

As far as dealing with companies, as the Customer Service Complaint Bitch from Hell, I also make sure to let a company know when someone's done good work, not just bad.

By: Sal

Sal — Tue, 04 Jan 2011 01:14:05 +0000

Lori,

Your advice is my philosophy to a tee. I actually am putting myself out there with a six month guarantee I just started.

Basically, any client who signs a six month contract with me, if they are not 100% satisfied with the results as we both outlined in the contract, they will get another six months completely free. If this happens, I will take the following months to adjust how I listen. Yes, it is a big guarantee, but during a time of poor customer satisfaction, sometimes that, in itself, is what can set you apart from the crowd.

By: Lori

Lori — Mon, 03 Jan 2011 22:51:49 +0000

Atta girl, Caroline. When you figure it out, let me know. 🙂

By: Caroline Braeken - Tillieux

Caroline Braeken - Tillieux — Mon, 03 Jan 2011 22:37:38 +0000

True, they are much more complicated…but hey, I try! LOL

By: Lori

Lori — Mon, 03 Jan 2011 22:02:59 +0000

If only love quarrels were that easy, Caroline! LOL

By: Caroline Braeken - Tillieux

Caroline Braeken - Tillieux — Mon, 03 Jan 2011 19:57:56 +0000

I think that pretty much applies to everything unfortunately. When a company wants to get something from you (payment usually!) they're pretty quick to find you. But if it's they who must do something than it always takes a long time...at least it has been like that in my experience.

I find that remaining calm and asking how they think the problem can be solved is the best way to go. If their solution suits me than great, if not, I try to find a way to meet halfway, make concessions on both sides. It's a bit like working out a love quarrel...!

By: Lori

Lori — Mon, 03 Jan 2011 19:42:58 +0000

Well, I said I'd CC her on it, but had forgotten. I'm going to give him the benefit of the doubt for now, but I would have at least mentioned it had I been the dean.