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The Three Little Words We Should NEVER Say to Clients

 

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by Jim McCraigh in Your Practice

I was working with a professional a few years ago to assess his marketing efforts. Each Tuesday, we would meet at his California office in the hour just prior to opening. Our second session ran over a bit and his phone rang. It was a prospective client who wanted to make an appointment. I overheard him saying to her… “You can come in anytime today. We’re wide open. Pick any time you’d like.”

Hearing that made me gasp as if we’d just had an earthquake!

When he returned to the table where we were meeting, I felt compelled to have a little chat about I had just heard. I asked permission to speak frankly. Then, I told him that there were three words we NEVER say to clients.

I heard someone use another one of those NEVER words again just yesterday. I know this isn’t rocket science, but it drives me nuts! I thought you might want to know what those words are…

1. We never tell a client that what we do is EASY. That is because it devalues what we do for our clients. Clients must understand that we get well paid for doing high value, difficult jobs!

2. We never tell a client that we can do a job QUICKLY. Two reasons here… Again it acts to devalue what we do as professionals and secondly it puts us in a position of having to deliver within that boastful time frame. (I’ve been guilty of this one!) It is better to under-promise and over-deliver.

3. We never say we are wide OPEN. It subtly communicates we don’t have a lot of business. Once again it devaluates us. We may have no clients booked the week someone wishes to schedule a meeting with us, but our response must communicate that we are looking for time to fit them in. My client could have said something like… “I have something at 2 pm… can you do that?” …then negotiate until a time is agreed upon. There is no need to resort to untruth of any sort. If our calendars are not full, we need to schedule every remaining minute for non-negotiable marketing or professional development efforts the same way we schedule client appointments.

 

Learn the Exact Strategies I Teach My Clients to Help Them Build High Dollar Practices

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