Create a proactive communication schedule

I recently had a conversation with a potential client who was encountering a surge of chargebacks and refunds. 

It wasn't because their service was subpar; in fact, they delivered excellent results. 

The problem lay in their customer service approach. 

They had hired two customer service reps who were responding reactively to client inquiries. And this is where proactive communication comes into play.

If you want the quick and dirty 3-minute version of this, check out my 3-minute ops tips video on Mastering Client Communication: A Proactive Approach

The Power of Proactive Communication

In many industries, especially in service-based businesses or tech companies, there's often a gap in understanding between what happens behind the scenes and what clients see. 

We, as experts in our fields, have deep institutional knowledge, but it doesn't always translate well to our clients. 

They hire us to achieve specific results or to simplify aspects of their business or life, and often they don't fully comprehend the inner workings.

This gap can lead to misunderstandings and, in the worst case, to chargebacks, refunds, or cancellations. So, what's the solution? 

Structured Proactive Communication

One effective approach is to structure a proactive communication plan. 

This strategy works whether you're onboarding new clients, welcoming users to your software, or simply nurturing your client relationships.

Here's what it looks like:

1. Onboarding Emails

• Implement twice-weekly emails, preferably on Mondays Wednesdays or Thursdays.

• Monday Morning: Start the week by giving your clients a glimpse of what's ahead. Inform them about upcoming milestones, timelines, and what you need from them.

• Wednesday/Thursday Morning: Midweek, send an update on the progress you've made. Highlight achievements, share exciting developments, and offer a peek into what's been accomplished. It's a chance to impress your clients and keep them engaged.

2. Transparent and Regular Updates

• Be candid about any issues or challenges you face during the process.

• Share the steps you're taking to overcome those challenges.

• Provide alternatives or solutions when you encounter setbacks. Your clients will appreciate your proactive approach and flexibility.

   

By maintaining this structured communication schedule, you're not only keeping your clients informed, but you're also building trust and transparency. 

Clients who feel they are part of the process and who understand the intricacies are less likely to react negatively to unexpected hiccups.

The Benefits of Proactive Communication

1. Reduced chargebacks, refunds, and cancellations.

2. Improved client satisfaction and trust.

3. Enhanced client engagement and a sense of involvement.

4. Stronger, long-term client relationships.

Proactive communication is a powerful tool for businesses looking to minimize friction with clients and maintain a positive, lasting impression. 

Don't let misunderstandings or a lack of transparency jeopardize your client relationships. 

Instead, empower your clients with the knowledge they need to make informed decisions. 

This simple shift in your communication strategy can make a significant impact.

If you want the 17-minute training for Digital and Creative Agency Owners on how to set up their Operations, DM me “17” and I’ll send it to you absolutely FREE! 

I hope this tip was helpful and encourages you to proactively communicate with your clients.

Stay tuned for more quick and practical operational tips. Until next time!