DESCRIPTION

Are annoying clients really the problem, or could you be the source of some of their frustration? In this episode, Jo & Vicky reveal the surprising truth about why clients seem "annoying" and the role not managing customer expectations often plays when that happens. They explain how to master the art of clear communication, set realistic outcomes, and create services that truly serve both you and your clients. 

If you've ever found yourself frustrated with "difficult" clients, this episode will change your perspective and give you the tools to create a more harmonious, successful business. Listen in to answer the question: Is the problem really my client, or is it me?

KEY TAKEAWAYS

Never assume clients fully understand what they are buying.

Clearly communicate what clients can expect from your service, focusing on outcomes rather than just selling time or sessions.

Set realistic expectations from the beginning, explain the process, potential challenges and the type of support they can expect.

Be flexible and supportive.

Avoid damaging your reputation by venting about clients in professional groups or online forums.

Approach client communication with empathy. Try to understand why they might struggle to complete tasks.

Be transparent about the time and effort required to achieve the required result.

If you offer one-off sessions, make it clear that the problem won´t be 100% solved at the end.

Regularly seek and incorporate client feedback to improve your service and communication.

Be very clear about the work the client needs to do in between sessions, but be patient.

Managing expectations is a multifaceted process that requires ongoing communication and support.

BEST MOMENTS

"Do they know what's coming next? Do they know what's expected of them? Or do you just spring stuff on them and then get annoyed that they're not doing the work."

"Our role is to manage their expectations right from the outset."

“You have to start asking yourself, ‘What do you want them to walk away with, and what do you want to walk away with?’”

“It gets really messy, because you're essentially trying to sell an hour of your time, and you're not selling an outcome.”

“Look at who you’re helping, what your service is supposed to do and how you can communicate that clearly.”

"Some people find it a bit judgey, even though it's supposed to be constructive criticism."

“It's not our job to be coming down them like a tonne of bricks.”

SOCIALS AND IMPORTANT LINKS

https://www.tiktok.com/@letstalkdogbusiness

https://www.youtube.com/@LetsTalkDogBusiness

Website www.caninebusinessacademy.com

Community Facebook Group: https://www.facebook.com/groups/caninebusinessacademycommunity/

Let´s Talk Dog Business Strategy Book - https://www.amazon.co.uk/Lets-Talk-Dog-Business-Strategy/dp/1068791705

Email [email protected]

ABOUT THE HOSTS

Meet Jo and Vicky! They bring a combined 25 years of expertise in the canine industry. Jo, with a background in corporate business, and Vicky, a dedicated advocate for rescue organisations, form an unstoppable team. Beyond the mic, their lives are a whirlwind – managing two successful businesses, pursuing a full-time university degree, and parenting two little ones under four. Each of their homes combined is a lively menagerie, housing five dogs and an abundance of chickens.

This Podcast has been brought to you by Disruptive Media. https://disruptivemedia.co.uk/