How To Deliver Services

How To Deliver Services

How To Deliver Services

When delivering your services your primary objective should be to:
  1. Do a great job for your client – so that you can make more money by turning them into repeat customers and using their positive reviews to help you get new customers.
  2. Do the work as efficiently as possible – so that you can make more money in less time.
You also need to take responsibility for creating a good customer experience (and a good experience for yourself). So, what are the elements of a good customer experience:
  • Process: Ask the client if they have a set process that they want you to follow and follow it diligently. If not, make sure that your process is organized and professional.
  • Clear communication: Most disputes and delays can be traced back to a lack of clear communication
  • Preparation: A little extra preparation at the start of a project almost always pays off over the course of the project. Try to think of what might go wrong and address it at the start.
  • Costs. Clarity around costs and the circumstances under which additional costs will be incurred is critical. As a client, I hate consultants that add costs without telling me. You will go a long way to winning (and keeping) clients if you just made a clear commitment not to do this.
  • Responsive. Even if you cannot provide a response to a client, you should always acknowledge receipt of their message and let them know when (approximately) you plan to respond.
  • Show off your skills: Always take the opportunity to demonstrate your knowledge and skills. It makes the client feel like they’re in good hands and it also indirectly promotes you.
  • Exceed expectations: If it’s possible to do something that is easy for you to deliver and also happens to be valuable for the client, do it for free (and make sure the client knows about it). Even though you will have done something for free, you will “effectively” get paid for it when the client becomes a repeat client.  
There are multiple methods and tools that can be used to manage and optimize the customer experience including simple and fair agreements, statements of work, project management tools, messaging tools, protocols for reviewing completed work, etc.
If your project involves more than one step I strongly recommend creating a “statement of work” and using a project management tool because:
  • Initial requirements will be outlined in the “statement of work” and agreed by everyone involved before starting
  • Everyone involved can watch progress inside the project management tool and provide their input in real-time
  • You will minimize disputes with clients  
The statement of work doesn’t have to be a long and complex document. It can just be a bullet point list but it must be clear and include everything.
As for project management tools, I recommend using Trello because:
  • The Kanban presentation style is very simple, flexible and useful
  • It’s free so you don’t need to waste money creating accounts for everyone that needs to be involved
  • Many people already have a Trello account and know how to use it so you don’t have waste time teaching clients and freelancers how to use it
When a project is completed, remember to:
  • Get an acknowledgement from the client that confirms that there is nothing outstanding. This can be an agreement if it’s a large project or just an email confirmation if it’s a small project.
  • Survey the client to ensure that they are happy with the result
  • Ask for a review, testimonial or case study.
Check out my article/video about “Client Satisfaction” to learn more about surveying the client, reviews, testimonials and case studies.
Adam Radly

Adam Radly

Founder of 'I Imagine'

> $100 Million raised for his businesses

> 1 Million views for his Tedx Talk about passion

Founder of World Reconciliation Day with Nelson Mandela

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