Snap Talk: Successful project work – The ‘Secret Sauce’ to keeping a client happy

Marilyn Harmacek, reports on the AIIP 2019 Conference snap talk by Rhonda Kleiman on The Secret Sauce to Keeping a Client Happy.

Rhonda Kleiman, President of Rhonda Kleiman Group stepped up to the microphone with several tips on how to keep clients happy. The ‘secret sauce” turns out to be managing expectations on both sides of the equation.

As a consultant, you decide your client’s suitability.

As the project supervisor, the client scrutinizes your work, trustworthiness and competency.

A 35-year veteran of market intelligence, competitive analysis, and library consultative services, Rhonda instilled in the conference attendees the key principles that she learned over the years for managing those expectations:

• Communication counts: Knowing if your client has a hands-off or hand-holding personality makes a huge difference toward creating that smooth working relationship. You don’t want to send 90 emails to a hands-off person and then never schedule a meeting with one that needs hand-holding.
• When in doubt, check it out: Don’t wait until the last minute to clarify if you’re on the right track because, when you own your own business, time is money.
• Under promise and over deliver: You can keep your client happy when you present more than they were expecting. It boosts your credibility and awes the client. It also keeps you from tearing your hair out over information you can’t find.
• It’s the little things that count: Remember your client’s personal and professional preferences when presenting your findings, following-up or just staying in touch.
• If you must kiss a**, just do it: The focus should always be on the client and what the client wants. Sometimes, you just have to go out of your way to deliver.
• Never, ever, ever burn bridges: No matter what the circumstances, you never know how many years later you may need information that only that challenging person holds.
• Put yourself in your clients’ shoes: Clients have more on their plate than just your project so never assume their frustration or attitude is aimed at you. Keep it professional, deliver a quality project, and then move on.
• You are your brand: With every interaction, you are creating your reputation. Be honest in your dealings and true to yourself in your transactions. It’s the only way to succeed.
• Surprise and Delight: Go that extra mile to provide the unexpected or include that extra panache. Clients remember. And the finest compliment is when the client says, “I love that you never stop giving value.”

Managing all expectations at the beginning of a project, according to Rhonda, leads to mutual respect and, ultimately, repeat business.

Thank you to Digital Smith and Librarian At Your Service for sponsoring the Snap Talk.