How to keep your clients happy

How lucky I felt last week when I arrived to deliver a media training course with a fellow consultant to a group of senior executives in the not-for-profit sector. 


Lucky the room was OK, that we finally got the equipment to function properly or that the refreshments were more than adequate? 


No - lucky that they were delightful, positive and fully participative, approaching the day certainly with a little trepidation (who actually likes media training?) but with great enthusiasm, gusto, intelligence and humour. And lucky that as a team, they were mutually supportive yet constructively critical.


On the commute back I reflected on the day, of course, considering how to improve the session for future use and why trains have to be so hot, overcrowded, generally unpleasant and dirty. Nothing new there. 


After the day's course finished, the chief executive had invited us all for drinks in the early evening sunshine at a bar close by. We were a diverse bunch but we'd gelled during the day and were at ease with each other, laughing and chattering about what had gone on, who'd done what, useful tips and swapping stories. 


Feedback from the day was really positive and we'd asked for honest input which they provided in a rounded and practical way.


So I felt really lucky the outcome once again was - happy clients. 


Last week saw a number of other happy clients and this prompted me to consider how to keep them in this state. 


Here are my thoughts - feel free to add any more:

• Manage expectations so everyone knows what's going to happen and when (and then do all you can to surpass those expectations)
• Provide a comprehensive contract, to cover them and you
• Learn about their business - you don't need to (and can't possibly) know everything, but just enough to be able to do intelligently what you have to do
• Don't be afraid to ask - I've yet to meet anyone who's actually perfect
• Never promise anything you can't deliver
• Always call back and acknowledge communications
• Keep in touch and regularly update on progress
• If something happens to stop you achieving an objective, let your client know and explain how long it'll take to sort out
• Set out their objectives clearly with practical steps to show how you'll help achieve them
• Refrain from using jargon, but explain what stuff means if need be
• Don't be afraid to be devil's advocate 
• Go out of your way to fit in with your client's working life if it's reasonably possible
• Invoice regularly and clearly; if nothing's a surprise, it might even be paid quicker!
• And - show a little love from time to time; we all like to be appreciated