Make sure they know exactly who to contact when a question or problem arises. It s bad enough when a client experiences a problem. It is a disaster when the problem occurs and he or she has no one to talk to about it. Report frequently to the customer what you have done or are doing to help with the problem. They want to know how their money is being spent, and they want to assess the value you are providing.
Frequent communication is equated with great service.
This will prompt the client to confirm what he or she just said. This will ensure that you understood the client s wishes and make a later denial less likely. Psychologically speaking, when we ask for customer s ideas about the best course of action, we usually cause them to become more lenient and forgiving. We cause them to soften from the often firm positions they feel forced to defend. It makes it all right for them to compromise.