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    How to Have Happy Clients and Turn Unhappy Clients into Happy Ones
    How to Have Happy Clients and Turn Unhappy Clients into Happy Ones
    How to Have Happy Clients and Turn Unhappy Clients into Happy Ones
    Ebook119 pages1 hour

    How to Have Happy Clients and Turn Unhappy Clients into Happy Ones

    By Gini Graham Scott Ph.D.

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    About this ebook

    HOW TO HAVE HAPPY CLIENTS AND TURN UNHAPPY CLIENTS INTO HAPPY ONES features what to do and what mistakes to avoid in order to keep your clients happy.  It also discusses what to do if a client has a bad experience in order to fix things. 

         It includes chapters on these topics:

          - an example of a service provider who did everything wrong

          - a discussion of what not to do and do

          - how to fix it when things go wrong

          - what to do if you and the unhappy client run into each other

          - how to be a good client yourself.

          The author has had hundreds of happy clients over the years, and was inspired to write this book after seeing the mistakes some service providers make

    LanguageEnglish
    PublisherChangemakers Publishing
    Release dateJul 21, 2018
    ISBN9781386969150
    How to Have Happy Clients and Turn Unhappy Clients into Happy Ones
    Author

    Gini Graham Scott Ph.D.

               Gini Graham Scott has published over 50 books with mainstream publishers, focusing on social trends, work and business relationships, and personal and professional development. Some of these books include Scammed (Allworth Press, 2017), Lies and Liars: How and Why Sociopaths Lie and How to Detect and Deal with Them (Skyhorse Publishing 2016), Internet Book Piracy (Allworth Press 2016), The New Middle Ages (Nortia Press 2014), and The Very Next New Thing (ABC-Clio 2010). She published a series of books on homicide: Homicide by the Rich and Famous (Praeger Publishing 2005; Berkley Books paperback 2006), American Murder (ABC-Clio, 2007), and Homicide: A Hundred Years of Murder in America (Roxbury 1998).             Scott has gained extensive media interest for previous books, including appearances on Good Morning America, Oprah, Montel Williams, CNN, and hundreds of radio interviews. She has frequently been quoted by the media and has set up websites to promote her most recent books, featured at www.ginigrahamscott.com and www.changemakerspublishing.com.

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      Book preview

      How to Have Happy Clients and Turn Unhappy Clients into Happy Ones - Gini Graham Scott Ph.D.

      FOREWORD

      While this book’s focus is being a good service provider, coach, consultant, adviser, or other person working with a client, a prospective client can gain insights on what these service providers should and shouldn’t do in order to better find a good provider and avoid a bad one. Moreover, anyone not acting in a professional capacity will be a client of other service providers.  So this book can be for any professionals and companies serving clients and for the clients who might hire them.

      Accordingly, when reading about what service provider shouldn’t do, you might think of those as warning signs to be cautious in dealing with individuals who engage in such behaviors, and perhaps these signs may help you decide not to hire that person.  Likewise, you might view the ways to repair a broken relationship as things to expect should things go wrong, and give the provider another chance to fix things.

      Then, too, just as the service provider should do certain things to facilitate a good relationship and keep a client happy, when you are a client, you should consider ways to be a good client to help the service provider achieve more success in working with you.

      INTRODUCTION

      This book was inspired by my experience in dealing with a clueless social media adviser who did all of the wrong things and wouldn’t listen when I tried to make things better.  Though I ended the relationship because of what happened, I don’t think he has any idea he did anything wrong.  Instead, I believe he thinks he provided excellent service, though I have little idea of what he did, because I didn’t experience any response from his efforts.  He also said he couldn’t tell me what he did, claiming there was no way to give me a report of results.  But in retrospect, I know this isn’t true, since I now work with a social media specialist where I write some copy and she submits each week’s illustrated posts for my approval before posting them on Facebook, Twitter, LinkedIn, and Instagram.  Then, she gives me a detailed report of how many people viewed and responded to each post.

      Now, with some perspective on this unhappy arrangement, which went on for three months, I realized the many things this social media adviser did that were wrong, and that led me to think about how these insights might help others avoid these big mistakes in dealing with clients.  Also, I thought about how individuals might take steps to right any wrongs and take some corrective action to make their clients happy again.  Then, too, I realized this book could provide a useful guide for clients in knowing what to expect from a good service provider.

      To this end, Having Happy Clients and Turning Unhappy Clients Into Happy Ones is designed to show the big no no’s in getting and working with clients, what to do if things go south, and how to repair relationships if possible to have happy clients again.  As such it is written in the spirit of Raving Fans: A Revolutionary Approach to Customer Service by Ken Blanchard and Sheldon Bowles, which was published in 1993, and Extra Mile: 500 Customer Service Tips for Success from the Tycho Press, published in 2015.  But these books were designed to primarily help retailers and larger companies.  Having Happy Clients is designed especially for the professional, service provider, or sales rep for a company offering services.  Unlike these other books, it begins with a section on the mistakes to avoid, before discussing what to do in the first place and how to fix what’s wrong.  It draws on my experience and that of many other business people in dealing with their clients and being a client of other providers.

      With that focus in mind on what to do and not do, let me first tell you about all the things that went wrong in my experience with this social media adviser that inspired this book.

      CHAPTER 1: A GROUND ZERO EXPERIENCE OF WHAT NOT TO DO

      As these new professional service arrangements usually do, my agreement with the social media adviser began with high hopes for success.  I met the adviser, I’ll call Gary, at several local business referral groups, where he described himself as a social media expert, in addition to being a web designer and expert on digital marketing, which included doing social media posting.

      Thus, when I felt ready to promote my business on the social media, but didn’t have time to do regular postings myself, I asked him what he could do. He explained that he had a starter package for $200, which would include daily social media postings; I just had to send him copy for a few short blogs of about 500-700 words each and give him the passwords for my social media accounts on Facebook, Twitter, and LinkedIn.  Then, he and his team would do the rest,  Presumably the readers would like these postings and would want to contact and possibly hire me. 

      At least that was how the social media campaign was supposed to work. After a couple of weeks, I had two blogs I wrote that were ready, so the campaign could kick off.  Yet Gary didn’t explain how he would be using these blogs, what else he might include in the social media postings, where he would post them, or what I might expect in responses.  I presumed he would be posting in all three social media accounts, since I had given him passwords to all of them, but instead the postings were only placed on Facebook. 

      The First No-Nos

      In hindsight, those were already a series of no-no’s, which I should have taken as warning signs, knowing what I know now.  For example, since I was new to launching such a campaign, Gary should have explained to me, or anyone who was similarly new, just what would happen.  He could have explained how often these posts would go out, when they would appear, and what their content would be. He could have explained that he was going to use photos or graphics with these posts along with short copy for each one, which usually turned out to be tips and lists from other writers.  Or he could have asked me to write this copy myself by giving me some guidance in what to say and how long the posts should be. 

      Moreover, if he used new copy from various sources, he should have checked with me in advance to see if I approved; after all this post was going out as representing or written by me.  And had I seen what many of these posts looked like, I wouldn’t have approved, because they looked unprofessional, tacky, and had far too much copy for an effective pitch.  Some didn’t even promote me as a source of knowledge about writing and publishing, since they featured clips from others, such as in these post promos below.   Moreover, they had the wrong message, since they focused on writing techniques, rather than my focus on publishing and marketing books in various formats. And they included far too much copy for an effective post on any of the social media.  Following are some examples of how bad these postings were.

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