One of the best techniques for providing phenomenal service to our internal business clients is by giving them clear communication and information about the tasks we perform that affect their deals.
Here are five techniques I found work really well to manage those expectations:
Keep clear about your scope and role - If you don’t define your role and responsibilities, you risk having stakeholders assume you are the lead on every issue and task for the contract. My Recommendation: Clarify what tasks are with you and what dependencies you have for completing them. “I’ll give you my first markup with questions for you within 2 business days after I get the CISO’s input. ”
Explain Your Reasons Why - Saying “no” to the deadline they propose without any context makes it sound arbitrary. My Recommendation: Share some details about your workload and priorities in a concise and professional way without disclosing things unrelated to their role. “I‘ve got a big negotiation tomorrow, but will have time to turn to it after that. “
Set Standard Service Times - Having no standards for turn-around time may leave your clients feeling like pressure is the only way to get your attention to their contract review. My Recommendation: Adopt some standard timelines for review of different types of contracts, with some flexibility for emergencies. “I typically need about three business days to turn around a SaaS agreement, but I can do it faster if there’s an emergency.”
Provide alternatives - With just a no as an answer, clients may feel dismissed and unable to perform the tasks they have that depend on you. My Recommendation: If the turnaround they want is not possible, offer an option that lets you provide some deliverables on a faster timetable. “I can’t finish all 40 pages today, but I’ll review the pricing terms right now with you so you can keep your discussion on track. ”
Tell them right away about delays - Finding out last-minute about delays when you’ve known for a while may affect your clients’ trust. My Recommendation: Tell your clients immediately if you’ll be delayed. Provide updates and ideas for how to move the deal forward while your work is pending. “I had something come in from the C-Suite that needs to get done first. Why don’t you have that business call first to keep things moving?”