If you’re running a company or contracting, you really deserve to have great service. It’s easier in the long run than bad service, it makes for better customers and clients, and generally makes working there more pleasant.
A common mistake though, would be “bowing and scraping” — saying “we’re committed to service, and do anything and everything to produce good service.”
Maybe you want to do that, and maybe you want to say that. But it’s infinitely better to identify the 2-3 areas that you really focus on serving the client, and hammer on those repeatedly. Maybe clients in your industry tend to like and respect authoritative, charismatic people who can look out for their interests more than people who are timid and waiting for guidance.
Maybe a key feature is obsessing over the numbers for them and looking out for their numbers, and they don’t care as much about some of the fluffier aspects of service. If so, stress your commitment to getting the numbers right first and foremost.
Good service is about understanding client needs and meeting and exceeding those key needs. Bowing, scraping, doing anything/everything can be good… maybe… but definitely not if it neglects core client needs because you never thought through what those are.
Question from a reader --
People greatly enjoyed "How to Set Your Consulting Scope and Fees," and there were a number of questions. Here's a crucial one -- reader "Tom H" asks --
Here is the exact verbatim language to put in your proposal --
The quality of work is guaranteed, if the work is not consistent with the quality expressed, your full fee will be refunded.