My aim for each client is to give them a valuable service, and I charge a fee to match that service; one that reflects that value and rewards me well for their use of my brain-power. As I normally charge a fixed fee agreed in advance I hope not to end up spending more time than budgeted for.
Sometimes life is not quite like that. A while back I had a client to whom I gave very detailed advice. I expected him to come back with questions. That is fair enough. I expanded on points where necessary. However, he seemed to want to pin me down in my opinions when I thought I had already been pretty clear and explicit. I was patient and polite but, to be honest, secretly irritated.
Although eventually the client declared himself satisfied and paid my bill after a few weeks, I thought he might be unhappy. I decided not to press him on this, although I felt disappointed that I had not come up to expectations, notwithstanding that actually I thought I had done really well. I put it out of my mind; onwards and upwards.
Just recently, I find that this client has given me a really great referral. I am delighted. Obviously my client was very happy after all and his gruff, questioning manner belied this.
My patience and effort has paid off. I shall remember that not all people express their satisfaction with our work in the same way, and that it is always worth going beyond expectations because our clients remember, and mention this to their friends.
Phew!
