eBusiness Blog

What Did You Expect?

Satisfaction

Recently I decided to give the client gallery on our website a “summer cleaning and update.” To be honest, I was aghast at how long it had been since I had added in all our new projects (which I can happily say they are there now) but even more revealing, was I also discovered several (now former) clients who had decided to change their website to something “new” and move on without us.

At first, I have to admit, I took it personal. Why didn’t they ask us to help them? Are they mad at us? What did we do wrong?

I’m sure you can relate. It’s human nature to immediately take something personal, when the truth could be far from it.

But the problem is, how do we know what the truth is if that client never told us there was a problem to begin with?

This discovery of these changed websites got me thinking about communication and some of the more challenging situations we’ve endured over the years. Indeed, it hasn’t been a completely smooth ride… we’ve definitely had some clients not happy with us that moved on. But we knew about those and usually knew why.

This was different.

These clients just slipped away in the night with nary a footstep to be heard…

After giving this some thought, I came to a couple of possibilities:

1) They wanted a new site but decided (for any given reason) they did not want to hire us for the job.

2) They knew they needed a new site (some of these sites were quite old – like over 5 years so it was badly needed) and didn’t want to pay to have us (or anyone) do it. They decided to build their own site instead.

Going back to those challenging client situations, I do know that there has always been one common denominator: A disconnect of expectations.

This happens when the client is expecting certain results that may be different from what we are promising we will do for them. When this happens, I must take full responsibility. If I have failed in communicating clearly on what we will do for a client, and they have a different expectation as to what they will receive, then I didn’t do my job right.

Sometimes this isn’t as easy as it sounds.

As an example, if a client purchases our ePlus branding package, we do exactly what we say we will do: Submit the client’s site into 12 different industry-specific directories and submit into 10 different search engines as well as design and install custom eSignature and eStationery (if the client’s software can facilitate them) into their email client.

However, what I’ve come to realize is that they are not looking at those specifics… they are looking at the results: What will they get out of this investment?

Perhaps their thoughts read:

-“This will get me at the top of the directory searches!”
-“If I just build the website, they will come”
-“I’ll be #1 on Google!”
-“People will swarm to my website with all the exposure I’m going to get!”
-“I’ll have so many clients from everyone seeing my eSignature, they will surely hire me as soon as they see it!”

You get the idea.

Did I exaggerate a bit? Maybe. But for some… for those clients we lost over the years… I wonder if that’s what happened? In any case, I have made a commitment to ensure our communications are clearly stated from the start to avoid any potential misunderstanding.

Do you face the same challenge of communicating to your current and potential clients clearly what they will get from your efforts without them distorting the reality of the benefits of what they will receive?

My intention with this article is to not only share a big “ah-ha” I got from my “Summer Cleaning” but to also get you thinking on how you are communicating expectations to your clients.

If you’re struggling with unhappy clients or losing them without any explanation, perhaps it’s time to take a look at your website copy, proposals, guarantees and all other forms of communication your clients will see and ensure all expectations are properly managed to avoid any disappointments in the future: you can’t promise the world, unless you’re prepared to give it!

Do you have a story you’d like to share about a disconnect of expectations you experienced? Please post below and let’s go through this process together!

Expectationingly,
Sue

About the Author, Susan Friesen

10 Critical Questions You Must Ask to Get Maximum ResultsSusan Friesen is the founder of eVision Media, a boutique web development and Digital Marketing firm of over 15 years that specializes in designing, building and marketing professional, unique websites for entrepreneurs, businesses and organizations.

Visit www.ultimatewebsiteguide.ca and grab your FREE "Ultimate Guide to Improving Your Website's Profitability - 10 Critical Questions You Must Ask to Get Maximum Results".

Facebook Marketing Super Seminar 2012

I’ve recently been reviewing my old blog posts for content I can use in our social media eTips and I came across an old graphic I posted of really staggering Facebook facts.

It’s rather large, and I’d prefer not to post it again here (just scroll down the blog a bit to April 24th, 2012 if you’d like) but here are some key points:

-Facebook has 845+ monthly active users

-425+ million mobile users

-2.7 billion+ “likes”

Wow. These facts are still as impressive as when I first saw them!

For your business this means millions of engaged, active users just waiting to jump on great content, content that could be yours.

However, do you know how to leverage this potential to it’s maximum effect?

One of my favorite experts on Facebook marketing, Mari Smith, and a collection of her big-named contemporaries are featured speakers in this year’s mega on-line event: Facebook Success Summit 2012

It’s a collection of webinars spread over three weeks starting October 2nd.

What I like about this one is the wide and diverse range of topics being discussed by the hosts, it seems in a word: complete.

One thing about this webinar that I’ve noticed in it’s marketing is it’s tremendous early bird value. They’re giving you a 50% discount if you register early, so if it interests you it’s important to sign up early and save your cash.

I prefer to think that THIS is the original price and if we wait, we pay double. Not going to happen! Perhaps check out the free sample: http://ow.ly/cAgn5

But all the savings in the world aren’t worth it if there isn’t great content. Here’s just a sample of what will specifically be discussed:

* Facebook marketing strategy that work, and save you time
* Growing and managing a Facebook following
* Generating hot leads that PAY with Facebook
* Newsfeed optimization, metrics and analytics
* Edit and manage your content to make you shine

The seminars will be recorded and you’ll have the ability to watch them at your leisure if you can’t make the webinars at the times they are broadcast.

I talk about these webinars because they have helped me so much in crafting eVisionmedia’s social media strategy. Yes, I myself have invested in many of them!

They’re great value in that you can watch them from the comfort of your home or office, saving money on travel, and having the transcripts and archived video at your fingertips makes sure you don’t miss a single nugget of important info.

What makes this one so unique is the amount of talent:

Mari Smith (co-author, Facebook Marketing)

-Dave Kerpen (author, Likeable Social Media)

-Amy Porterfield (co-author, Facebook Marketing All-In-One for Dummies)

-John Haydon (co-author, Facebook Marketing for Dummies)

-Brian Carter (author, The Like Economy)

-Mark Schaefer (author, Return on Influence)

-Chris Treadaway (co-author, Facebook Marketing)

-Jesse Stay (author, Facebook Application Development for Dummies)

-Andrea Vahl (co-author, Facebook Marketing All-In-One for Dummies)

To name a few…

Remember, this webinar also involves a 50% savings if you register early, so if you feel this huge collection of talent can help you max out your Facebook marketing skills, don’t delay and check out the free sample to see if it works for you: http://ow.ly/cAgn5

Facebook is here to stay, and it can be one of the best, free, marketing channels you can use. The trick is to use it effectively, and the Facebook Success Summit seems like a great resource to leverage those amazing Facebook usership numbers to maximize your business.

To your Facebook success!

Sue

About the Author, Susan Friesen

10 Critical Questions You Must Ask to Get Maximum ResultsSusan Friesen is the founder of eVision Media, a boutique web development and Digital Marketing firm of over 15 years that specializes in designing, building and marketing professional, unique websites for entrepreneurs, businesses and organizations.

Visit www.ultimatewebsiteguide.ca and grab your FREE "Ultimate Guide to Improving Your Website's Profitability - 10 Critical Questions You Must Ask to Get Maximum Results".