How to Improve Client Results & Satisfaction by Understanding Their Decision-Making Style

If you are a coach, consultant, creative, or service-based business owner, chances are you have experienced all kinds of client outcomes, and while you always do your best, not all clients get the exact result they were expecting or hoping for.? This can be awkward, uncomfortable, and even a disaster, depending on how unrealistic the client was and whether there was any indication that they were not happy prior to the end of the engagement.? One of the ways I help my clients is to assist them to screen clients more carefully, communicate more clearly and negotiate more successfully when there is a problem with clients.?

The truth is that we can’t please everyone and some people who hire us don’t really know what they want, need, or expect, and can put it into words, so we really can’t set up to avoid ever disappointing anyone.? There are ways that we can reduce the likelihood of it happening, though.? In this article, I will shed light on the importance of understanding the decision-making styles of your clients, setting clear expectations, and offering tailored solutions to meet each client's unique needs, without giving them unlimited choices.??

Readers will discover the key areas where expectations need to be defined, how to identify clients who are not a good fit, and why proper communication is crucial in ensuring successful outcomes. Join us as we explore why some clients get stellar results while others don't get what they came for and who is responsible for their success.

Asking New Clients the Right Questions

Asking the right questions is essential for service-based business owners to guarantee that they are delivering the appropriate services and support to their right-fit clients. I highlight the importance of inquiring about clients' expectations, communication styles, and specific goals during the screening process before the engagement begins, so you can understand the level of support required during the collaboration.?

Asking the right questions allows business owners to uncover potential irreconcilable differences before starting a project. By doing so, business owners can prevent time-consuming, painful experiences and enable them to focus on clients who are more likely to achieve favorable outcomes with their support. Furthermore, it provides a strong foundation for the client-consultant relationship, as potential issues are identified, expectations are clear, and communication is open.

Understanding Their Decision-Making Style

Different clients have distinct decision-making styles, and it is crucial for service-based business owners to recognize this and adapt their communication accordingly. By understanding clients' individual decision-making preferences, consultants can more effectively cater to their unique requirements and nurture a more fruitful working relationship. I have experienced four different client types based on their decision-making styles, and find that we have the best outcomes when we tailor communications and approaches accordingly. In this week’s episode of The Driven Woman Entrepreneur podcast, I provide examples of each decision-making style and offer advice on how service-based business owners can better work with clients who fall into these categories.??

Some clients choose the most expensive and others the least expensive, they are the price-conscious consumers.? Others are more impulsive and make emotionally charged decisions quickly and are ready to move on and get the process started.? Some clients need a deadline to make any decision at all.? These clients tend to be perfectionists and over-thinkers,? and lastly, some clients need to do extensive research to feel certain they made the best choice. These clients are often motivated to avoid mistakes and failure.??

By being aware of these distinct styles and preferences, entrepreneurs can adapt their communication, approach, and the structure of their services to ensure they are helping clients make better decisions and achieve better outcomes. This not only creates an improved client experience but can also lead to strong client relationships and better overall business results.? You can also decide that you are not suited to working with one or more of these decision-making styles and carefully screen them out in your marketing and sales process.?

Communicating Roles & Responsibilities Clearly?

By discussing the scope of work, boundaries, and communication preferences, business owners can avoid misunderstandings that could lead to disappointment or negatively impact the client relationship. I emphasize the importance of establishing these expectations upfront to ensure that both clients and business owners are aligned and understand their respective roles and responsibilities. Even if it feels slightly uncomfortable or unfamiliar, I recommend candid conversations to avoid misunderstandings or unrealistic expectations. For consultants and coaches, being transparent about the limitations of their expertise is essential, as it ensures clients have an accurate understanding of the services they provide, the outcomes they can expect, and the level of responsibility consultants hold for their results. If you are a coach, a strategist, or a consultant,? don’t expect your clients to know exactly what your role does and does not include, it’s always best to be explicit and to put it in writing in your client agreement or contract.??

Calibrating Client & Service Provider Expectations

An essential aspect of ensuring positive client outcomes is to calibrate expectations by being explicit about the level of guidance, support, and accountability provided. Conversations about decision-making styles are integral to this process, as clients can vary widely in their preferences and approaches to reaching their goals. Some clients just expect to meet with you when it’s time to review deliverables and others expect regular communication throughout the process, just to communicate about progress or updates.? The best way to avoid misunderstandings is to communicate about expectations at the beginning. ? As much as you might want to start the relationship with a lot of enthusiasm and optimism, I? caution against overpromising results or suggesting that there is a perfect outcome or solution.? I am also not a fan of guarantees, particularly money-back guarantees, but if you do decide to offer one, make the conditions clear.??

To sum up, as a service-based business owner, your clients' outcomes are your responsibility. That means making sure you're communicating clearly and effectively with your clients every step of the way. By doing so, you can help them achieve the results they're looking for, which will keep them happy and coming back for more. Remember, clear communication is the foundation of any successful relationship, and that includes your relationship with your clients.

If you’d like to listen to the entire episode,? you can click here to be taken to the podcast player on my website:? https://bit.ly/43Ag9QZ.? And, if you like reading this newsletter, please share it with a friend or colleague that would enjoy it too.?

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