31 Jan How Do I Get Clients to Trust Me?
How Do I Get Clients to Trust Me?
There’s a few things I find myself saying over and over again to each and every new client I have. I’m grateful to be a part of what they’re doing in their business and that they trust me enough with such a weighty responsibility.
There it is. Right out the gate – trust.
Trust isn’t given, it’s earned, right? How do I get a perfect stranger to trust me with the look, feel and sound of their business? How do I get clients to trust me?
Imagine this: you own a business that employs 2 dozen people, you have a wife, 2 kids, 2 cars and a boat, and it’s time to reconsider your online marketing strategy. You have to find someone, a single person or another business, to handle this task. If it goes well, everything’s good. If not, 2 dozen people are in danger, so are your kids, house, and everything else you own. It sounds heavy because it absolutely is. So, how do I get clients to trust me in a situation like this?
Easy. Be trustworthy.
Be yourself. Let them know that you’re really there to help them solve problems and not just get rich off of them. (If you’re just trying to get rich off of people, try a different career.) Ask a ton of questions, as this will not only help you craft better solutions, but it’ll show them you really care. Below are a few things I actually say to every client whether I plan to or not:
“Let me apologize for asking so many questions right up front, but otherwise how would I know? I’m going to ask a lot, but this is only so I can really get to the root of your problem and help create a solution that’s best for you. If you’re shopping around for designers, make sure they’re asking you questions. If they’re not asking questions like these, they’re probably just trying to make a quick buck.”
The goal here isn’t necessarily to throw shade at others, but it’s the truth. Either you care or you don’t. Or you’re a mind reader. Asking them questions will help show you know your stuff because you’ll be thinking way ahead of them, revealing things they never even thought of. And that’s something a pro does.
“This might sound cheesy, and it kind of is, but I don’t do one size fits all projects, so I don’t do one size fits all pricing either. No two people are the same, no two businesses, no two budgets, and no two goals, so when you ask ‘how much does it cost?’ I don’t know until I ask a bunch of questions because I don’t want to overbid and rob you nor underbid and rob myself either. I have a few surveys I’d like to email to you. Please give me the email address you check most.”
“How much does it cost for a __________ ?” *Deep Sigh* This is the one everybody asks, and so I have an almost scripted response. This helps me weed out clients that aren’t serious, but it also lets me set the tone for the relationship as one that’ll benefit both of us.
“I move at your pace. You want to move fast? We move fast. You want to move slow? We move slow. However, good design is like a tennis match. I’ll serve the ball to you (the first concepts) and *pop,* you’ll shoot your feedback right back, repeat.”
People always ask me how long does it take for a project, and very bluntly I explain that it’s more on them than it is me. I know how quickly I move, and I share that with them. I follow that up with, “but no matter how fast I move, if you take days or even weeks to reply to an email/text about ideas, then the project will drag out much further. But that’s ok because we’ll move at your pace!”
Sometimes, when it feels right, I’ll also slip in there that “although I work at your pace, overnight won’t work unless you pay a steep rush fee because you’re cutting in line. This just depends on how busy I am at the time, but please be mindful that I’m juggling 5+ jobs at any given time.” Again, sort of setting the tone. I don’t tell this to everyone, though. Only people that feel like we’re clicking right away.
None of those things are ground breaking, but do you know what they are? They are honest, and they’re setting expectations and revealing a bit about myself. It’s not even like I’m going in with the agenda of building trust. I’m just being myself. I’ve mentioned in two blogs now how critical that is, and it’s a recurring theme for a reason!
In the next blog, we’ll talk a little bit about dreaming big and how that’ll help you achieve more tomorrow, and how it’ll push your creativity further today.