Category Archives: Customer relations

Do you like your clients?

Posted on June 25, 2015 by Jon Stow

I think we all want our clients to like us, and that means earning their trust from the outset. However, what if we do not like or trust our clients? The other day I went to see a new prospect. … Continue reading →

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Contract essentials

Posted on June 22, 2015 by Jon Stow

It is worth reminding ourselves of the most important parts of our agreements with clients and customers, the details we must put in writing: The work we will do and have been asked to do. What we have not agreed … Continue reading →

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“Dutch auction” clients

Posted on March 10, 2015 by Jon Stow

Recently a prospect to whom I had quoted a fee in an email replied to that email after four months. She asked if I was still prepared to act for her. Naturally I said yes, and assumed she had accepted … Continue reading →

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Mutual trust between client and provider

Posted on February 26, 2015 by Jon Stow

As a young chap I got my amateur (ham) radio license. I passed the exam and took and passed my Morse test at the Post Office Headquarters in London. I was very active while I was still living with my … Continue reading →

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Solving the problem. Or not?

Posted on February 23, 2015 by Jon Stow

We who provide services are paid to solve problems. aren’t we? If a client comes to me worried about an issue she has, it would not help for me to just say “Oh dear, you are in a mess”. She … Continue reading →

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Don’t be shy. Be positive.

Posted on January 29, 2015 by Jon Stow

I met a very go-ahead sort of guy recently, who needed my immediate help. In the longer term I felt that one of my business friend’s offerings would be a better fit. I told my client of my recommendation, spoke … Continue reading →

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The leaky tap – are your customers happy?

Posted on December 17, 2014 by Jon Stow

We all try to do the best for our customers, but do we know if they are happy? There might be something which they see as having gone wrong with our service, and we do not even know about it. … Continue reading →

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Cheapskate prospects

Posted on October 20, 2014 by Jon Stow

Well, a cheapskate is not really a prospect, as why would you take on a client who was not prepared to pay you a proper fee or have any respect for what you can do for them? The other day … Continue reading →

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How to lose a customer in one easy lesson

Posted on October 13, 2014 by Jon Stow

A couple of weeks ago I needed to buy some software and found a company that seemed to offer what I wanted: a single license for a one-off project. I chose them because although I am very happy with my … Continue reading →

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Unreliability, sickies and trust

Posted on September 29, 2014 by Jon Stow

A long time ago, when I worked in London, I had a female colleague who called in sick on a Thursday every four weeks. No one thought too much of it and if we are honest, we supposed there might … Continue reading →

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