… they have no real process in place to make sure that they serve the needs of the clients and communicate key information to them.

What do you do when they say yes?

You should be prepared to shift your marketing process to teach them how to get the most from this new relationship or product by putting information into their hands.

This information must set out what they can expect now that they are a client of yours.

The informational and educational approach you have been taking doesn't end once you make a sale. Almost every type of business, service or product based, should develop documents that communicate key bits of information.

New Clients need to be clear of what happens next

Things like ...

• What to expect from us next

• How to contact us if you have a question or a problem

• How to get the most from the new product/service you have invested in

• What we both need to do to get started

• What we both agreed upon today

• How we invoice for our work

I believe that creating a series of documents something like the list and having a systematic step that allows you to communicate this information demonstrates a level of professionalism not always displayed by small businesses.

Nothing can wreck a client relationship faster than failing to set and meet initial expectations.

Another very practical aspect of this approach is that allow you to gather the client details that you need to conduct business upfront.

Whether it is in your initial meeting or in a let's get going meeting, you need to be crystal clear about how you work, what you need to provide what you promised and what you expect from them as well.

Finally, don't make the money mistake.

Ok so you have agreed on a price for your product or service, but that's where many people leave the discussion. I think this is generally because most people are a somewhat uncomfortable discussing money. Don't fall for this trap.

You must include this information as part of your new client transaction phase. The outcome will be that you will have far fewer payment issues and more importantly you will present a more professional impression of your business. You will be doing your clients, and yourself a favor when you have this discussion up front.

Finally develop a simple worksheet that allows you to gather the information that you need and complete this form in your initial kick-off meeting.