Do you ever feel like your clients are walking all over you?  Are you constantly saying, ‘ok’ to whatever they ask?  Or are you someone that is consistently in control?  As a business owner, working with different clients is part of the job and providing those clients with wonderful customer service is key.  But where is the line between being nice and providing great customer service and letting clients walk all over you?

I have struggled with this in the past, especially when I first started.  I wasn’t confident in my pricing and probably not as confident in my talent.  Add to that the fact that I hate to say no and as a first-born child, I am always trying to please people, and you get me giving in on things.  But as much as I want my clients to be happy, I too have to be happy.  And so do you!

I have learned along the way that I am in business, not a hobby.  So keeping that in mind, keeps me motivated to make sure that I educate my clients and stick to my policies.  When clients ask for “extras” or try to bargain with me on pricing or product, I have to remember why I have my prices set the way I do.  I also have to make sure to put policies in place that I stick to.

Do you have policies for your business?  Are you confident in your pricing and able to answer any question that a client might ask?  There are some clients that follow the rules and other clients that try to bend the rules.  You have to make sure to provide perfect customer service while sticking to the policies and pricing that you put into place!

Here are a few tips to help you with staying in control of YOUR business…

• Make sure to determine your specific policies before you take on clients – this includes how you schedule your sessions, when clients pay for a session, how they pay for a session, etc.  This is your chance to think of anything a client might ask and create an answer or policy for it.
• Print these policies and procedures in a Client Welcome Guide – whether you create an email with this information, a welcome guide or a magazine, have this information printed and require your clients to read it before their session.
• Session Contract – I used to think this was so formal and I just wanted to be everyone’s friend.  But I am not everyone’s friend, I am a business owner and a contract is part of business.  It not only protects you but it also protects your clients.  Create something that your clients sign after reading your policies, procedures and pricing.  This way you know (or at least your remind them) that they have read through the information.  A contract also makes you look professional!
• Be Proactive instead of Reactive – I used to shy away from talking a lot of pricing.  I hated it!  I don’t know why but it is just so personal to talk about pricing and I always was scared a client would run as soon as they heard pricing.  But I have learned to be completely detailed in my pricing and give them all the information so they can decide if that is what they want to spend.  As much as I want a client, I don’t want one that hires me but then can’t afford to purchase anything.  This works with every bit of information your client needs, not just pricing.  Being Proactive means anticipating your clients needs and questions beforehand.  Making sure you give them ALL the information they need so they can make an informed decision.

Remember, you are in business and while you want your clients to be happy, you too have to be happy!  Set the policies and procedures that will help you be the best business person you can be!!