I’m grateful to be part of many social media groups filled with amazing decorators. But, as with many social media spaces, discussions can sometimes spiral into a competition of who has it worse. A recent conversation that sparked this article was no different. People were sharing their frustrations about customers who request proofs or design work, only to “go another route” without placing an order. The root of this frustration? Unmet expectations on both sides. The assumption here is that the effort put into the initial work should be rewarded with an order or, at the very least, appreciation.
Take back your time from frustrating prospects
Picture this: A potential customer comes to you with excitement in their voice. They say, “Can I see what it would look like if you created something for me?” You get to work, spend time crafting the perfect project, and tweak every little detail. You send over the idea, feel proud of your work, only to hear back, “We went another route.” All that time wasted! You’ve just spent all that time and energy on creative work only to end up with nothing but frustration.
Sound familiar? If you’ve been in business long enough, you’ve likely faced this situation more times than you’d like to count. The good news? You can break this frustrating cycle and protect your valuable time. The key lies in setting clear policies and processes that manage customer expectations right from the very beginning.
“Policies and processes” might sound like stiff business jargon, but they are, in fact, your best allies for running your business smoothly. Systematic processes are the step-by-step methods you use to handle tasks consistently, while policies are the guidelines that define how you operate and allow your potential customer to set their expectations for the transaction. Together, they help you stay organized, protect your time, and ensure you deliver a consistent experience to your customers.
Without clear policies, every customer interaction can feel like a game of “Let’s see what happens.” While that might be fun during a game night, it’s certainly no way to run a business! Having policies in place means you know exactly how to respond to requests like, “Can you quickly whip up a design for me?” It’s not about being rigid; it’s about having a plan that sets clear expectations for both you and your customers from the start.
In the long run, clear policies don’t just protect your time — they also protect your sanity. They create a structure that helps you manage your workload effectively and ensures that your customers know what to expect. For instance, requiring a deposit for design work ensures that customers are serious about their request and committed to seeing it through. This simple policy can save you from spending hours on projects that never materialize. These same simple policies can also show your potential customers how much you care about delivering a great experience to them.
For example, why is it in the customer’s best interest to pay a deposit for creative work? If you explain it correctly, the potential customer can see the value of the effort you will put in for them, showing you as the expert at that creative process, and not just some fully AI-generated junk house. So, while they might pay for the work up front, they are going to get the best and then that creativity is theirs to do with as they please. You hope to win them over with the quality of that process, but for the customer, they can assign value to what you are doing for them that they didn’t understand before.
Moreover, these policies help build a foundation for long-term success and satisfaction. When your customers know what to expect from the beginning, they’re more likely to be satisfied with the outcome, and you’re less likely to feel frustrated by unexpected roadblocks.
Creating policies that work
To start creating policies that work for your business, begin by identifying where you’re losing time or facing consistent challenges with customers. These are the areas where a clear policy could make all the difference. For example, if you frequently find yourself spending time on design work that never leads to an order, consider implementing a policy that requires a deposit before any work begins.
It’s important to tailor these policies to fit the unique needs of your business. What works for one business might need some adjustments for another. Once your policies are in place, the next step is to communicate them clearly to your customers. When doing so, make sure to highlight the benefits for them. For instance, you might say, “I’d love to create that design for you! My policy is to start with a deposit to ensure we’re both committed to making this project a success.” As I mentioned before, it is important that the customer can see what is in it for them as well.
Sticking to your policies is crucial. If you encounter pushback, explain that these guidelines are in place to ensure a smooth and productive working relationship. If the customer still isn’t on board, it might be a sign that they aren’t the right fit for your business, and that’s okay. It’s better to move on and focus your energy on customers who appreciate and respect your time.
The other side of this is your processes — so you can stick to your guns when it comes to enforcing policies when needed. Systematic processes are more than just documents; they’re a way to bring consistency and efficiency into your business operations. By implementing clear processes, you not only streamline your day-to-day tasks but also create a consistent and positive experience for your customers. This approach leads to stronger relationships and a more productive, less stressful work environment.
To get started, think about where you’re losing time or where misunderstandings with customers frequently occur. If you find yourself heading to a social media group to complain or commiserate, this could be a perfect sign that you have an area for improvement. These are the areas where a well-crafted process and accompanying policy could make a significant impact. Don’t feel pressured to overhaul everything at once — start small by introducing one new process and policy at a time and observing how it improves your workflow and customer interactions.
Lastly, clear communication is at the heart of successful customer relationships. If you create a new policy that you want to hide in the fine print, then it is not the right policy for your customers. By setting and communicating your policies upfront, you ensure that both you and your customers are on the same page from the very beginning. This prevents misunderstandings, reduces frustration, and helps build trust. When customers know what to expect, they’re more likely to feel satisfied and ultimately share your business with others.
Moreover, when you communicate your policies effectively, you reinforce the value of your time and expertise. This helps to filter out customers who may not be serious or committed, allowing you to focus on those who truly appreciate the work you do.
Final thoughts
Running a business can be challenging, but setting clear policies and systematic processes can make a world of difference. These tools help you manage customer expectations, protect your time, and create a more enjoyable and productive work environment. Remember, you’re in control of your business. By taking charge of your processes and communication, you’re not just organizing your operations — you’re building a foundation for long-term success and fulfillment.
Identify areas where you can implement new policies or processes, communicate them clearly to your customers and team, and watch as your business begins to thrive on your terms.
