Properly Addressing Client Scheduling
In the dog world, properly praising and treating your dog for positive behavior usually works for your dog and you. They like treats, rewards, and praise. As humans, we do also!
For sole proprietors and small businesses with limited staff, scheduling clients is a must have skill and talent. You always want your client to feel they are important and not being prioritized behind others. Although the reality is, they are, you never want them to feel that way. Making your clients feel worthy, respected, and appreciated is a skill all business owners must strive to perfect.
Recently, we have been on the receiving end of commentary that did not meet the actions stated above. Dialogue with a service provider took the form of communication that included ‘I can’t, I have other clients then.’ Another was ‘I am not available then as I am already booked with other clients.’ Consider the impact of the delivery of those exact works. It was not pleasant.
We live in a busy world. Sole proprietors are constrained by the fact they are the sole, or only, worker who can do the job they offer. Clients understand that. But, the communication of that fact should have a soft landing. Delivery should be in the form of something along the lines of ‘I’m sorry, that time does not work, how about this option?’. Or ask them for a few other time slots that would work for them, behind the desired one that you cannot meet. And try to refrain from expanding on why you cannot deliver at the desired time or location. Less information is better when scheduling, that has been my experience on both sides of the scheduling conflict.
Early in my professional career, a colleague took a phone call for me and told the client I was at an event with another client. Their immediate response was ‘Why didn’t she take me to the event?’. It was an uncomfortable moment for all and a regrettable over sharing of information. I am not sure my relationship with the client was ever the same after their perception of being left out. If you happen to have multiple dogs, imagine taking one for a walk while the other stares out the window and watches you both leave without him or her. The impact is the same on both dogs and humans.
Spend some time researching how best to handle scheduling conflicts. Managing your client’s expectations and keeping them happy may be as simple as never ever mentioning the fact that other clients compete for your time! Sometimes, the less said, the less seen, brings more business your way.
Be well.
