The unhappy client: The way to fight back and maintain the business
Historically, there have been unavoidable scenarios that test an agency’s client relationships. Nowadays, you will find tools that may minimize, and even get rid of these threats.
As an instance, one scenario that plagues all relationships could be the unexpected surge in project cost.
Its an old story. You send your client an invoice that is 30% higher than the estimate. The client goes nuts. Your response is the fact that the copy was changed thirteen occasions in two days. After which there were the layout adjustments . . .
No one is satisfied. Your client truly doesn’t assume they created all these changes, and after-all, you’re told, it should have already been appropriate the initial time.
So now you have to recreate all the time records and find each of the copy versions. You discover that simply because factors were happening so rapidly, important data in no way produced it in to the visitors method or on to a conference report. Plus, you need to go through the emails of numerous agency people to find out who stated what to whom.
The outcome? You give-up and determine exactly how much of your hard-earned income you’re prepared to sacrifice to maintain the client pleased.
This cycle is repeated daily in agencies everywhere.
Which leads us for the central proposition:
How an extranet can make you rich, and maintain your client content
Let’s look at this same scenario at an agency that makes use of an extranet.
You send your client an invoice that is 30% higher than the estimate. In addition to the invoice, you send a copy of all the comments, requests, and approvals produced by the client.
Time spent making the report: 90 seconds.
High quality with the evidence: irrefutable.
Net result: you get paid, the client realizes their mistake, and everyone is content.
This sounds way as well very good to be correct.
Maybe. But it’s not. A client extranet automatically organizes all the comments, requests and approvals created by your client, your staff and your vendors. Not merely that, additionally, it compiles a complete record of who saw what, when the saw it, and what they did with it. Each of the information is in a single location, and can be available to any person at any time.
Entries into the extranet can be produced by any user at any computer, 24 hours every day. And absolutely everyone with an interest inside the project might be notified and see all the entries instantly.
The bottom-line is the fact that possessing a complete record of what every person did and once they did it might be the saving grace. It might save time, save income and save your sanity. Most importantly, it might save your relationship. All it requires will be the implementation of a client service extranet.
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