Four For Friday: Are your clients dumb, or is it you?
On Fridays, I bring you my best takes and website and workflow tips. And we call it Four for Friday. Welcome!
No one knows what they don’t know.
“I can’t get my clients to do that.” “They don’t understand it” “My clients keep asking me this question even though it's in their contract.” “…even though it’s on my website,” “…even though I said it to their face.”
FRUSTRATING. Is it you? Were you not clear? Or are they just dumb?
The answer is: No. As the Monkees song goes, “It’s a little bit me, and it’s a little bit you, too.” Keep these four things in mind:
#1. Even though they agreed to it, it doesn’t mean they read it. Think about how long your contract is. Most people skim, assume you’re not screwing them, and sign. That’s what you did with your last cell phone contract!
The Cure? Take a deep breath and highlight the stuff you know they forget, like the non-refundable deposit or when your need for an additional assistant or a travel fee applies. Extra points if you highlight it in red. Triple points if you require a checkmark.
#2. Repetition is your friend. Studies show that people must be exposed to something ten times before fully absorbing it. That’s a lot for a short-term project! You need to be consistent in your communication, that you’re saying the same thing every time.
The Cure? Automate your repetition. I use Honeybook, and it automates emails and messages for me. You can automate a Welcome email after they book you that repeats pertinent parts of your contract.You can automate benchmark reminders. You can remind them of your rules and boundaries.
#3. Here’s a new perspective: this is their first time. One of the challenges of being a wedding and creative professional is that your clients are newbies. They don’t know what they don’t know about how to work with you.
The Cure? The good news is you’re getting the same questions and the same reactions with every client. That list is what you need to be proactive about every time. Tell your clients what to expect and what your process is early and often.
#4. They’re not sure that what you tell them actually applies to them. There’s a starting cost on your website, but does it apply to their event or project with its very specific factors? Do they have to pay the additional fees, give you the lists, etc.? They’re looking for confirmation and clarity. Again.
The Cure? Just because they’re looking for it doesn’t mean that you haven’t given it to them! Don’t give yourself a hard time about that or resent them. Instead, lean into it. Regularly ask them if they have any questions. Acknowledge that they need clarity and confirmation and that you are here to support them. Not only that, this is how they can reach you!
Creating consistent communication and availability is always going to be the best solution to your client management issues. If you have any questions about how you can create this in your business, let’s talk: Click here to schedule a consultation with me.
I’ll talk to you soon,
Elizabeth
