Is Clarity a Rarity in Your Business??

Have you ever been faced with a situation where a client said to you ‘I never knew...' or ‘You didn't tell me...'? It can be potentially hazardous to the well-being of your business---especially the ‘repeat and referral' kind, if you have not established a method for clearly communicating with your clients.

To prevent uncomfortable problems with regard to client communication, it's important to document in written form what services you are proposing to do for the client and what your charges will be for those services. You will be more efficient, effective AND be perceived as ‘the expert' if you clarify expectations on paper---it's your written reference tool.

Don't feel uncomfortable or embarrassed asking clients to confirm what they are requesting you to do by approving the scope of the project and corresponding fees.  Educating clients and fully disclosing the various facets of the project is good business practice.

Tip #1: Discuss Your Professional Policy

I use the phrase ‘Let me explain my professional policy' when discussing my payment policy, work standards and specifics of the project. I follow up this verbal explanation with a written format, which can be a contract, a bid proposal or a letter agreement.

A letter agreement or letter of understanding is a simple, one page document that sets out specifically what you are being hired to do along with the corresponding fees. For instance, instead of noting ‘Full day staging' on your proposal, you would be more specific and say ‘The scope of the project will include staging the entire main floor, second floor bedrooms and baths and outside patio.'

Here is a good example of what you might include in your letter of agreement:

Dear (Client),

This letter sets the terms and conditions regarding the (Redesign/Staging/Organizing/Furniture & Accessory Rental) by (your company name) for the property located at (address of the property).

Scope of Project:  (List the rooms or areas to be staged)

Time Estimate:  (Always give a range, like 4-5 hours)

Pricing and Fees:   

•§  Staging services (payment due upon completion)            $____________________

•§  Assistants (per hour / due upon completion)                   $____________________

•§  Movers (per hour / due upon completion)                        $____________________

•§  Mileage                                                                       $____________________

•§  Shopping                                                                     $____________________

•§  Monthly Inventory Rental Fees (my own inventory)            $____________________

•§  Monthly Furniture Rental Fee (outside rental source)         $____________________

•§  Minimum Rental Period (if applicable)                               ____________________

•§  Delivery Fee (if applicable)                                             $____________________

•§  Tax (if applicable)                                                         $____________________

•§  Miscellaneous                                                               $____________________

Before you start the project, go over this document with the clients and make sure they understand and agree to the services being performed and the fees being charged.  Both you and the clients will sign and date the agreement.

Note: in addition to informing clients of your fees and when they are due, also include the form of payment you accept: cash, check, credit card in your agreement

Tip #2: Stay on the Same Page

The primary purpose of a written document is for clarification and to eliminate surprises and to make certain you are providing the service the client had in mind. A few other things regarding utilizing a written agreement:

• Add short lines for initialing next to each line item to ensure that the client has read and understands that particular aspect of the agreement.
• Give clients a copy of the signed agreement and keep a copy in the client folder.
• If you are leasing your own inventory to clients, take photos of the items once you have placed them in the property and keep photos in your client file. I show these photos to the client when I am doing my final walk through with them.

Bottom-line: be clear, concise AND confident when outlining the scope of any project. Clarifying and confirming expectations upfront will make for a smoother project, happier clients and a calmer you! It's the WRITE thing to do!