When you are providing services but certain things in the relationship aren’t working, what may be lacking is alignment.

Consider whether there is misalignment between:
* the client’s perception of the potential value of the work and what potential value you could be delivering
* that value of the work you are delivering and the value of the work that you’d like to deliver
* the client’s expectations and your expectations
* the way that the clients are operating and the way that your ideal client operates
* the way that your services are functioning and the way that they need to function in order to be available at the current cost

And what about communication? When those you serve don’t communicate as frequently as you would like, it’s because they don’t get value from communicating more frequently.

Possible paths forward:

  • Realign your expectations to match the clients’ current perceived needs. Arrange for monthly or quarterly live meetings to create deliverables on the spot. Use tech tools to turn the calls into working sessions, not just reviews or status updates.
  • Realign the clients’ expectations of what’s possible with more frequent communications. Show them what’s possible with more frequent communications and put them in a position to reach their goals by using your services.
  • Please note the potential huge opportunity for operational / process coaching here if you serve business clients. If they only want basic services, it may be an indicator that they wouldn’t pay for a premium service because they can’t get an ROI from it. This may indicate that their team doesn’t have their processes together, because assuming that there’s demand for what they do and assuming that they’re good at doing it, process excellence is pretty much the only thing keeping an organization from scaling. Process excellence arises from people (including company culture), processes, and technology. If you/your team have skills in this, you can help turn either of these companies from a day-to-day grind into a scaling joy. If that’s what the owner wants, that is.

Sometimes the most exciting path forward is mindset coaching. Dig into how the owner perceives business, leadership, processes, relationships, time, and money. What stories are running the owner’s decision-making process? What visions guide his or her life? What are the owner’s core values? Which of those stories are out of alignment with that vision and those values and are really old stories?

If you can cause a transformation in that, it will cause a transformation in all aspects of the leader’s life and business and you & your team will ultimately have a proactive client instead of a fire-drill client.

The processes that you want to focus on are not creating uniform processes for each client. Instead, create uniform processes for how you train and equip your team. Create engagement workflow templates and you be the one to customize them when you bring in a new client. Create a knowledge base for internal purposes. Create forums for your team members to communicate with each other – not about engagements, that’s in your workflow management tool – but about higher-level things, broader-impact things, like software and excellence and gratitude.

I know firsthand that client engagements that aren’t working bear the highest cost of all – not having the time to cultivate new business + having to handle too much yourself because of the craziness.

Nourish your team and get those engagements aligned.

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