| Despite all the publicity
on the growing number of court cases and liability judgments,
the majority of clients don’t start doing business
with you with the expectation that they’ll one
day see you in court. Yet, just as many marriages begin
“till death do us part” and end in divorce,
many business relationships turn sour somewhere along
the way.
And, as with marital difficulties, many experts agree
one of the key reasons is a lack of effective communication.
All professional relationships need to begin with some
clear communication of basics:
- A thorough understanding of the
client’s expectations
- The services you intend to provide and their cost
- The possible outcomes and
- The procedure for resolving disputes.
All of these matters should be addressed in writing!
Although these are considered basics, they’re
often overlooked. And, once the client begins to feel
pain or anguish over a situation, it’ll be too
late to point out that you both should’ve understood
the possibility of failure up front.
Emotions must run their course. But don’t make
matters worse by trying to deal with those emotions
in a confused atmosphere of conflicting expectations.
Make sure all employees are clear up front with clients
and establish a good paper trail of agreements, conditions,
and procedures.
Good records set clear delineations before a relationship
begins, and they retain their effectiveness even when
not repeatedly discussed or revisited. They create the
right parameters for liability-free relationships. Make
sure your associates are papertrained |
