Subcontractors – Managing Client Expectations
Subcontractors are representing your business. It is important that you manage your client’s expectations of the subcontractor to ensure you maintain a high level of customer service and satisfaction.
Tips for Managing Client Expectations with Subcontractors
- Be very, very, very up front about which services you are providing in-house, which services you are able to provide internally, and which services you’re going to work with subcontractors for.
- Continuously reiterate your role as the virtual IT manager (virtual CIO, project manager, genera list, etc..) and define the subcontractor’s role as an occasional specialist. Use the analogy of a dentist referring certain, very specialized work to an orthodontist to fully explain your situation with subcontractors.
- Let your clients know what kind of skills and background the specialty subcontractor brings to the table.
- Explain what the client should expect from the subcontractors and what they should not expect. As you explain the subcontractor’s area of expertise, let the client know that this is the specific function the subcontractor will be performing. Have them refer any other IT issue to you, regardless of whether the subcontractor is on site or not.
- Discuss the history that you’ve had with this particular subcontractor. Talk about the type of projects that you’ve worked together on. This will give your client significant peace of mind.
- If it’s a new subcontractor that you’ve never worked with before, you need to explain that too. Here, let your client know that you still take full ownership of, and responsibility for, the project no matter what, and you’ll help to make sure that everything goes as smoothly as possible.
- Let the client know that you demand the same level of professionalism, service and confidentiality from the subcontractor that you expect from your employees.
Bottom Line on Subcontractors
Subcontractors’ work is an extension of your firm’s services. Make sure you are as up front and honest with your clients about your relationship with, and expectations of, the subcontractor. By doing this you will ensure complete customer satisfaction throughout the course of the project being subcontracted.
In this article, you’ve been introduced to Subcontractors. To learn more about how you can improve your knowledge about Subcontractors, just click here now to get access to a free one-hour audio training program on 5 Easy Ways to Grow Your Computer Consulting Business.