Original Articles

This statement has continued to have on impact on how I do business.

I remember getting 8 clients over a period of 2 weeks when I was first starting out. I was more scared than excited because I had no idea what my next steps were going to be with these new clients. Thank goodness my planning skills have improved since then!

It is just as important for your clients to have procedures set up to handle the situations for their business. This ensures consistency and quality of service. Documenting these for clients also provides a tool to use for vacation coverage or training.

When we are not sure about what or how we are going to do something our insecurities and lack of confidence show up in subtle ways. By taking the time to get really clear on each step required for you to do business you eliminate fears and become empowered. It raises your confidence level, which increases your level of attraction and potential clients pick up on this. You have the ability to turn fears into confidence!

Start out by simply documenting the steps you feel you need to take for each situation that may occur in your business. When the situation arises pay attention to the steps you do take or anything that may be missing from them. Continue to update your document to reflect the most current steps being taken. As the business grows or changes so too will your procedures. This is a work in progress.

Procedures should be in place for general inquiries, potential client inquiries, client interviews, bringing on new clients, requesting testimonials, asking for referrals, obtaining feedback or debriefing with a client, ending a client relationship, requests by other individuals for work, hiring an assistant, team member interactions etc.

An example of what a procedure may look like for general inquiries would be:

1. Via email

a. Send inquiry response template

b. Customize highlighted sections i.e. name

c. Send invitation to distribution list

d. Send latest newsletter if appropriate

e. Add to contact database

f. Follow up after 3 days to ensure receipt and if any additional questions

g. Follow up in additional 3 days and again in another 3 days if still no response

h. If no response file in dead leads

2. Via phone

a. Return call within 1 business day

b. Request a time to set up a meeting

i. Be prepared if ready to discuss immediately

c. Offer to send additional information if appropriate

d. Get permission to send invitation to distribution list

e. Add to contact database

f. Follow up after 3 days to ensure receipt and if any additional questions

g. Follow up in additional 3 days and again in another 3 days if still no response

h. If no response file in dead leads

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