Even before getting married, humans tend to have
selective hearing. It is human nature to hear a conversation in a way that
delivers the most favourable outcome for you.
When you give a cost, a time, an estimation, or
any information to a client, if you use a range, if you use the word about, each party will hear the
conversation in a way that is most favourable to them.
If you tell a client the cost will be about $80 or $90, the client hears $80 and
you hear $90. If you tell a client something will be ready in about three or four hours, the client
hears three and you hear four.
The simplest way to overcome this problem is to
ensure that every time you are quoting time, dollars, or outcomes, you mention
a definite, indisputable number. If everyone is completely clear on what has
been promised, it is easy for everyone to agree if delivery has been achieved
to expectations.
If we promise a client an item will be ready by
about Tuesday or Wednesday, the
client will expect the item on Tuesday morning. When the item is ready on
Wednesday afternoon, we may think we have delivered good service, so we would
therefore be confused when the client is unhappy.
Picture a better scenario. “Your item will be
ready by 10:00 a.m. on Wednesday, sir.” There is a definite time, and everyone
is clear on the promise. If that deadline can’t be achieved, make sure the
client is informed of the revised deadline as early as possible. A phone call
at midday on Tuesday might go like this: “Sorry, sir, I won’t have your item
ready at 10:00 a.m. tomorrow. I will have it ready by noon.” Unambiguous is the
key.
If you finish by 5:00 p.m. on Tuesday, tell the
client the good news. Clients rarely complain when you call and tell them you
are ahead of schedule! This is particularly relevant for tradespeople—can you
imagine a tradesperson who booked a time and either turned up on time or called
before the appointed time to say he was running late? He would rule the world!