Excellent service providers and consultants work really hard to provide the very best to their clients, and this doesn’t just happen by accident.
Particularly in the case of new clients, where no prior relationship exists, it is really important for both parties to have a clear idea about the expected outcome of a project. By clearly spelling out what is required, how it is to be accomplished and when it will be completed are the basics, but the type of project will dictate other requirements and outcomes.
First “The Brief”
As a service provider of written SEO content, several years ago I designed a simple “Brief” (a .doc file) that I asked my clients to complete. This was adequate when I delivered mainly articles. However these days my services encompass lots of different types of written content for SEO – from press releases, PDFs for document sharing sites, and 100 word blog blasts for blog networks. And I have no doubt that in an environment as dynamic as internet marketing, these services will continue to grow as the opportunities are identified.
But that isn’t the only thing that has changed. As more sophisticated keyword tools like Market Samurai come onto the market, so too is the ability for internet marketers to laser-target their buying prospects with the right keywords.
Now “The Questionnaire”
In order to gather the information I need to assess and price a project, I now ask prospective clients to complete a Questionnaire. I use the services of Survey Monkey (not an affiliate link!) for this, rather than having a multi-page “Brief”. Reason? It allows people to skip past any sections that relate to services that are not required, and it prevents them from skipping past any vital information e.g. like their contact details and keywords.
This questionnaire has other benefits.
- Firstly, it puts before clients options ‘beyond the article’ that they may not have considered. I very rarely these days have clients request, say, 10 articles. More likely it will be 10 articles, 20 x 100 word blog blasts and a press release. Not an upsell exactly, but the presentation of options that some may not have known existed.
- Secondly, the questionnaire forces clients to think in more depth about their project. It is surprising how many do not know what keywords they wish to target, nor who their online competitors are.
- Lastly, and perhaps most importantly, the questionnaire will clearly show what services are being requested, and the invoice that I generate in response to the survey will itemize these. Once I receive payment, the contract is active. There is no question of lowering prices, failure to pay, or asking to do extra work outside of that contract. (Note, however there is always the flexibility to add to the project!)
Using Skype For Some One on One
If the project appears to be complex, of if a new client would like the comfort of a chat in order to clarify things, Skype is a wonderful tool. It is possible to record your call, but for my projects, I prefer to take notes and send an email to the client that summarizes the discussion. Clarity and transparency ensures we are all on the same page.
So, that’s what I do. How do you find out what your client REALLY wants?
Very well done. Without feedback from the customer we can only assume (and sometimes incorrectly) things we have put together for them are going well. So it is imperative we strive for feedback to ensure we are not getting bad reviews from the customer that can affect out businesses. As you rightly point out it also improves what we do and makes us aware of things we might have overlooked. great post I will be back to this blog.
Greg Gudson
The Blue Collar Networker
http://www.biz4ursuccess.com
Skype: Biz4unow
Thanks Greg. Since I started using the questionnaire I’ve found the need for clarification emails have dropped dramatically. It is a great time-saver.
Very well done. Without feedback from the customer we can only assume (and sometimes incorrectly) things we have put together for them are going well. So it is imperative we strive for feedback to ensure we are not getting bad reviews from the customer that can affect out businesses. As you rightly point out it also improves what we do and makes us aware of things we might have overlooked. great post I will be back to this blog.
Greg Gudson
The Blue Collar Networker
http://www.biz4ursuccess.com
Skype: Biz4unow
Thanks Greg. Since I started using the questionnaire I’ve found the need for clarification emails have dropped dramatically. It is a great time-saver.
Very well done. Without feedback from the customer we can only assume (and sometimes incorrectly) things we have put together for them are going well. So it is imperative we strive for feedback to ensure we are not getting bad reviews from the customer that can affect out businesses. As you rightly point out it also improves what we do and makes us aware of things we might have overlooked. great post I will be back to this blog.
Greg Gudson
The Blue Collar Networker
http://www.biz4ursuccess.com
Skype: Biz4unow
Thanks Greg. Since I started using the questionnaire I’ve found the need for clarification emails have dropped dramatically. It is a great time-saver.
Thanks Greg. Since I started using the questionnaire I’ve found the need for clarification emails have dropped dramatically. It is a great time-saver.
Hi there Kerry, Yes I think your questionnaire is a good thing to have as I see you have a lot of posts on a lot of things. So agree if your form gets filled in you will have so very good pointers for future articles etc.
Great post my friend.. Did you ping it as well? Just a thought.
Kevan…
skype:kevanbrock
Hi there Kerry, Yes I think your questionnaire is a good thing to have as I see you have a lot of posts on a lot of things. So agree if your form gets filled in you will have so very good pointers for future articles etc.
Great post my friend.. Did you ping it as well? Just a thought.
Kevan…
skype:kevanbrock
Thanks Kevan – sure did. I have a big (auto) ping list in my WordPress settings. Drop me a line if you want more info on this.
Regards
Kerry
Hi there Kerry, Yes I think your questionnaire is a good thing to have as I see you have a lot of posts on a lot of things. So agree if your form gets filled in you will have so very good pointers for future articles etc.
Great post my friend.. Did you ping it as well? Just a thought.
Kevan…
skype:kevanbrock
Thanks Kevan – sure did. I have a big (auto) ping list in my WordPress settings. Drop me a line if you want more info on this.
Regards
Kerry
Hi there Kerry, Yes I think your questionnaire is a good thing to have as I see you have a lot of posts on a lot of things. So agree if your form gets filled in you will have so very good pointers for future articles etc.
Great post my friend.. Did you ping it as well? Just a thought.
Kevan…
skype:kevanbrock
Thanks Kevan – sure did. I have a big (auto) ping list in my WordPress settings. Drop me a line if you want more info on this.
Regards
Kerry
Excellent info here – I sure learned alot – I have heard lot of people talking about surveys and questionaires – will have to try that in the near future – thanks for the reminder
Nancy
Skype: nancyradlinger
My pleasure Nancy. Sharing is caring.
Excellent info here – I sure learned alot – I have heard lot of people talking about surveys and questionaires – will have to try that in the near future – thanks for the reminder
Nancy
Skype: nancyradlinger
My pleasure Nancy. Sharing is caring.
Hi Kerry,
Your article’s just what I needed to get started on finding out what my clients’ needs and wants are so I can price projects accordingly.
I think your viewers would find even more value if you did a follow up video to this post showing users exactly:
1. How you go about using Surveymonkey’s different plans
2. When you send your prospects or current clients these surveys to fill out. and Why?
3. What types of questionnaires you find gets the best fill-in rates and conversion to customer, best customers to have, etc.
You could probably make a product like this and sell it to business owners (borrowed that one from James Schramko)or do it yourself (apologize for getting off topic).
SO… when I visit your site next week, you’ll have this video ready for your viewers right?
🙂
Hi Kerry,
Your article’s just what I needed to get started on finding out what my clients’ needs and wants are so I can price projects accordingly.
I think your viewers would find even more value if you did a follow up video to this post showing users exactly:
1. How you go about using Surveymonkey’s different plans
2. When you send your prospects or current clients these surveys to fill out. and Why?
3. What types of questionnaires you find gets the best fill-in rates and conversion to customer, best customers to have, etc.
You could probably make a product like this and sell it to business owners (borrowed that one from James Schramko)or do it yourself (apologize for getting off topic).
SO… when I visit your site next week, you’ll have this video ready for your viewers right?
🙂
Thanks Chung – great ideas. As you are now going to use surveys for your clients, why don’t you follow those steps and share them with your followers too? I don’t know about you, but I am on a pretty tight schedule to deliver to my clients and support my own projects in the leadup to the holidays – so ‘next week’? I don’t think so!