Do your clients ever suffer from buyer’s remorse ?
For many expert professional services - especially legal and accounting - purchase is not optional: it’s mandatory, driven by compliance requirements, or as an essential component of project delivery.
Worse still, a fair slice of consumption is a true “grudge spend”, mandated by lenders, regulators, and opponents.
Relatively few legal services fit the “nice to have” and “optional extras” categories.
Whichever the category of service you’re providing to a client, be aware of the phenomenon of “buyer’s remorse” and its potential to affect your relationship.
Client behaviours symptomatic of buyer’s remorse include:
- laboured communications
- tardy return of calls
- slow turnaround on requests for information
- expressed doubts about necessity for specific service elements
- queries about your competence or experience
- slow payment of your interim invoices.
Next week’s eTip will cover techniques to help you avoid and overcome buyer’s remorse and to consolidate your relationship with a wavering client.
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