Yellow Dog Consulting

Sales & Marketing Consulting for solo-preneurs.

Do You Penalize Changes?

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do you penalize change?Late last year a parking garage opened in our neighborhood with 3 free hours of parking. It was great when you’re running errands and then go grab a beer or go out for dinner. We’re loving having the garage (especially in the winter when you’re trying to corral a puppy!) About a month ago the garage switched to 2 free hours of parking and after 2 hours you have to pay. Okay, that’s fine. There’s ONE machine to pay for parking, and it’s hiding in the back of the garage.

A lot of people have missed the machine and ended up with $50 parking tickets, and they aren’t happy. I can’t say I blame them, I would be too! Most people just missed the machine or figured the two hours were free and didn’t need a ticket, like the system that was in place the past 6 months.

You know what would be great? If for 1-2 months after the change instead of a parking ticket you get a note that says “hey, we changed the system, moving forward any time you park here, get a ticket please, it’s free for 2 hours. Starting June 1 we’ll be ticketing you and this would have been $50”

That would be SO NICE and HELPFUL. Instead? The neighbors now kinda hate this garage and the building owners. That’s not great.

Have you changed systems in your business and just expected your clients or customers to read the fine print? It’s a dick move dude. If you make a change in your business make sure to communicate it clearly to your customers AND I’d suggest a grace period. “Hey, I saw you sent me a check and I asked if we could setup automatic payments online – can we get that setup next month?” “I asked for 48 hours notice to get this setup for you, I have time this month but moving forward can we plan for 2 days in advance?”

See, way nicer than a ticket.

Is That How You Treat Your Client?

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norm at the beachEvery once in a while I run into another service provider when I’m working with a client and think “huh.” A year ago I wrote about this – but it’s happening again, and I figured it was time for a reminder.

One of the reasons I started my own business is because I’m totally unemployable. I work at my own schedule, which bosses didn’t always appreciate and I like my own schedule. BUT when I’m working with a client and they have a team (graphic designer, web developer, SEO consultant, virtual assistant, etc.) I trust my client has hired them because they know, like and trust them, and I only refer service providers I know, like and trust.

So when another service provider decided to stop answering my emails about a week ago, I was annoyed. I talked with the client and the client recognized it, which is good. Then another service provider started giving a lot of suggestions that don’t seem to be in my client’s best interests. After reviewing an email that asked a lot of weird questions I thought we’d already answered or weren’t in the scope of need for this client, I asked my client about it. Luckily my client felt the same way and we’re working together with this service provider to ensure our CLIENT’S vision is going to be the final product. Not the service providers.

As a service provider we need to ensure our clients get the results they want, not what you want. Yes client’s hire us to give our expertise and opinion, but in the end, it’s their business and their decision. Just because I hate pink doesn’t mean my client shouldn’t have pink branding materials. Now, if my client uses comic sans, we have another story…

When you finish working with a client they should be happy with the work you’ve done, and proud to share it. If they are hesitant to use the materials you provided – it’s time for a conversation to figure out what’s going on. Make sure that you have THEIR best interests in mind, not your own desires.