Managing Client Expectations: A Guide for Organizing Professionals by Robertson Standolyn

Author:Robertson, Standolyn [Robertson, Standolyn]
Language: eng
Format: epub
Published: 2020-06-30T16:00:00+00:00

☛ Pro Tip

Discuss the guidelines for working with your company during the initial phone call.

⚒ Business Strategies

Do you have a snow day, pandemic or volunteer policy?

Brainstorm company policies and procedures that will help you manage client expectations.

Add any missing policies and procedures.

Schedule an annual review of your policies and procedures.

Appointment Setting

With the new day,

comes new strength and new thoughts.

— Eleanor Roosevelt —

Appointment setting consists of getting the date and time in the calendar, confirming it with the client, and reinforcing the reminder policy.

Time management often comes up during the initial call, so you usually know what calendar system the client is using by the time you are ready to set an appointment. In a very conversational manner, you say, “I'll wait while you get the calendar.” After settling on a date, say, “I reserved Wednesday, February 10th from 9:30 a.m. to 1:30 p.m.” Then listen for their confirmation.

Some organizers will call the client a few days ahead of time to remind them of the appointment. I don't do that because I believe it's essential for the client to learn how to manage their time from the beginning of our relationship. This also frees me from the responsibility of making phone calls in the evening to remind clients of the appointment.

There are exceptions. For example, I have a monthly maintenance client who picks a new project every month. I send her a quick “What are the goals for tomorrow?” email the night before the appointment.

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