August 02, 2012
Rule Five: "Don't make me guess. Don't make customers guess."
Bombard, Copy and Confirm. Do that in Real Time. See Rule Five in our annoying but failsafe 12 Rules. Not everyone agrees with this one. If, of course, the client wants something different, do that. Adjust. But if you work hard at consistently informing clients of everything as things happens, you probably can't lose. In short, provide a real-time experience for customers: what you are thinking, planning and doing. It's harder to pull this off than it sounds, too. You must make it a habit.
Posted by Holden Oliver (Kitzbühel Desk) at August 2, 2012 12:58 AM
I have been doing this ever since there was high-speed internet. Clients need to have some tangible sense of value being conferred. Don't just tell them you filed a response, send them the successive drafts along the way to the courthouse.
Posted by: StephenG at August 3, 2012 05:34 PM
Rule 5 is essential. Immediate follow up helps clients know what is going on, gives you a chance for further input as to the issues and gives them a comfort level with your performance. The other by product is a more efficient timely practice
Posted by: Steven J Fromm at August 5, 2012 01:07 PM