“No Babysitting Allowed” is something I feel should be in the forefront of our minds when onboarding a new client. I was in the Babysitting seat at one point last year. It was a very difficult time. I finally understood how to avoid this situation, to remain sane and attract the right clients. While it was a great learning experience, babysitting my client, I would not wish this babysitting job on any business owner.
I feel as business owners we all want to please our clients. But should we babysit our clients? No!
This one particular client of mine had an ongoing project. Information was coming in at a snails pace. It was very frustrating and work literally stopped!
After speaking with a few businesses like mine I was given some great ways to avoid babysitting a client in the future and I have since updated my process.
I’d like to share those suggestions with you.
So, what do you do if you find yourself in a babysitting situation?
Having a good business process and procedures in place to support it is very key when it comes to your clients.
Because when you are hired to do a job, the work then falls onto your shoulders. Or does it? How can you do your job if you are unable to obtain all that you need to even get started!?!
It’s crazy!!! That is where the babysitting begins. Calls, emails, more calls, more emails. Sounds fun, said no one. If I’m going to babysit anyone, it will be my grandchildren. It is way more fun! Like doing Yoga with Lylla.
So, how do you stop babysitting a client?
If your client has not provided you with what you need and then they finally do, it could cause problems. It may not be what you previously discussed. You may even find yourself back to square one, like I did. Your process and procedures to support it can eliminate this type of situation.
So, what does that mean?
First suggestion is to your process. I now collect everything I need from the client before the project begins. Or it doesn’t begin. I will sometimes offer to do some of the legwork or hire someone I know that can.
Should you turn down the clients request to provide more information if the project is already in progress?
I’m not sure how I completely feel about this one, however, before moving forward with any client it’s suggested to sufficiently discuss their pains of providing you with what you need. Talk about how to handle it more effectively. Eliminating a few processes can avoid headaches in the future. Discuss why it’s not in the best interest for the client or you for them to provide additional information, content, what ever the case may be, once the project is underway and why.
Revise your Pitch
Before a client signs a contract and seals the deal – be sure to thoroughly explain your process. Right out of the gate. It will make for a smoother project. It will also help weed out the clients you don’t feel fit in with your business process.
Explain what you expect up front by being clear on what you need and that it’s part of the process and non-negotiable. You may get pushback and that’s what you are trying to avoid.
If you have made it clear as to what you need, the right client will get it done and provide.
With the right client, you will meet the deadline discussed. You won’t have to bother them with lots of emails and calls “no checking in” with them on the progress of “where the information you requested might be”.
However, if you find that your prospective clients are reluctant to agree with your terms, you do have a few more options available to you.
The first is to tell them about your project creation services. While it doesn’t relinquish them of responsibilities like providing you with what you need, a creation piece can now be managed by you as an upgraded service.
The second option is to let them go. If the prospect is pushing back on processes you’ve developed to benefit everyone involved, then imagine what it would be like to work with them as a full-fledged client. Just say “no”, in this case.
Updating your contracts with well-informed information about your process, eliminates any questions. Encourage them to read the contract. I had a client tell me they were not aware of one of my policies in the contract. Was the contract even read? Reiterating your client is completely clear with all the terms of your contract is another way to avoid any misunderstandings.
A contract is a great place to add verbiage that surrounds your process and requirements. Leave space for specific requirements for each new client, if necessary. My clients all require customization services to fit their business growth needs, so specifics do get altered but the process is still the same and procedures are there to support it.
Define what you need with specific requests
It’s suggested that you make a list of everything you need to assess the project before accepting the job. If you accept the job, make another list of everything you need before you can get started, along with repeating your process and procedures to support it.
I’m hopeful you have your own processes in place and I would love to hear about them. If not, I hope you found this as helpful as I did.
Good luck to everyone in business whether you are fully established, just starting out or thinking about starting your own business. Knowledge is power and powerful!
An extra little tidbit – 5 THINGS TO TELL A CUSTOMER BEFORE YOU START A JOB