Do Your Clients Need Reassurance?
Last night two of my neighbors came by to visit. We were all sitting around the wood stove in the shop, talking and solving the world’s problems.
Meanwhile, our treasured companion, Ralph, was making his way around, stopping by each chair to get scratches, pats, rubs, and reassurance that he is loved. 
Silly of him – he’s one of the most loved creatures in this universe. But still… he had to make sure. If you fail to pay attention, Ralph might give your arm a push to say “Pet me,” and of course we all do.
Your clients may feel the same way. They might “know” that you’re working for them – just as Ralph knows he is well-loved. But if you don’t give them consistent reassurance, they may begin to wonder. And then you have a problem.
What do your clients do when they need reassurance? They won’t stick their noses under your hand and give you a shove. They might not even tell you that they feel insecure, or uncertain of your commitment to helping them.
Instead, if they feel that you aren’t giving them proper attention, they may begin to doubt you. They may even wander off and find someone who is more consistent with reassurance.
You’d better not pet them or scratch them behind the ears – but do pay attention to them.
- Call them.
- Tell them what you’re doing on their behalf.
- Explain what’s going on when nothing seems to be going on.
- Buy them a cup of coffee.
But don’t ignore them…
Posted: March 31st, 2011 under client care, client follow-up.