The New Year is a wonderful time. It's a time where we begin to wipe the slate clean, we're ready for new beginnings, we're open to change and we have high hopes and aspirations of making the year ahead our best year yet. You feel it too? Well, the likelihood is your clients are too and this makes New Year the perfect time to revisit your client accounts for a review process.
A review process can work out in both your favour and the client's, mainly because you can both benefit from it. If your review process is successful, your client will look forward to a whole lot more potential from you for the year ahead, and you can look forward to further ongoing business with that client.
The purpose of the review is to take a look at your client accounts and go back over what you did for them the previous year. If you have a project management space for your clients this process is going to be much easier, since you can look back over projects and milestones and review the different services you provided.
You would then need to consider various different events throughout the year that contributed to the success, and the learning curve of the client's business. Even if you only have a small role to play in the bigger picture, this can increase the size of your role or it could make the work you do more efficient and effective.
By the end of the review process you'll be ready with a plan of action for the client which could include any of the following:
- Suggestions on reviewing services/tasks or assignments you think are not working.
- Suggestions on what you could do to replace, or improve on those services.
- Suggestions on new services you can offer based on the client's business goals.
- Suggestions for trial periods of those services so the client feels more comfortable with the change process.
You may also want to take a good look at what you provide and see if there are other things you could offer that would compliment the client's business, it doesn't just have to be the client's business that goes through a change process.
So here are a few tips and pointers for things to consider when reviewing your client's business.
#1. You could look for patterns of what's been working really well, and also what additional services you could offer the client based on the past year's success.
#2. You could cross-reference clients, maybe something another client has been doing could be of benefit to your review client. After all, we learn from our clients' experiences in business and not just from our own experience of running our business.
#3. You need to be pretty ruthless and review the services you have been providing and check if there has been an ROI for the client, whether this be measurable or immeasurable, have your services delivered results, more time, saved money, improved the business in some way, allowed your client to pursue other business or life goals or impacted their turnover. This of course entirely depends on the services you offer, but it's still applicable.#4. You could suggest other services unrelated to what you have been doing in the past year. Does your client really know and understand everything you have to offer? Have you actively been cross-selling your other services throughout the year - if not, now is your big chance to introduce other talents and areas of the business the client may not have considered.
Never be afraid to suggest change, improvement, never be afraid to ask the client to consider alternatives if you really believe you can improve the overall experience for them. Put yourself in the client's shoes, wouldn't you want to know that the service provider you're engaging with is attentive, caring and actively has your best interests at the forefront of their thoughts?