From time to time, clients will ask for things that are outside the scope of what they ordered, what they want, what you agreed to, what makes sense for them, or what is even possible for you to deliver. That’s why it’s important to set the boundaries up front. What’s important about saying “No!” is not the fact that you said “No!”, it’s the understanding that it is still possible for a customer to feel that they have been heard and treated fairly.
There a few ways that you can show you care, while not compromising your standards. Explaining that you understand, explaining your point of view, and remaining caring, open and honest with customers keep open the gateways of communications.
The reason a client chose you in the first place is they trusted you. They had confidence in you. Sometimes, in a polite way, it’s important to remind them that there was a reason they chose a professional to handle their job in the first place.
Being professional and considerate of customers enhances their view of the organization–even when the customer may be disappointed with the outcome.
Jeffrey Cohen is the director of New Business Development at ImageWorks, LLC in Vernon, CT. ImageWorks has been providing state of the art web development solutions for 10 years. ImageWorks can provide web solutions for both large and small companies. Visit our portfolio on our website. For maximum ROI with your web design, development, hosting or internet marketing needs including myspace design, on-line marketing, Social Media and Blog design, or for help with web issues, contact Jeffrey at JCohen@imageworksllc.com.