Hey you, yes you…over there. Yes you who are poring over your social media post plans, your canva graphic creation to match your #helpfultips posts, and your offer copy that you labour over for #promoday not to mention trying to find a graphic to match!
You are spending a lot of sweat, time, and possibly dosh, trying to catch the eye of new clients BUT what are you doing with your newly signed up clients and your ongoing clients??
Are you educating them to be your best clients ever?
Educating your clients, new and existing, can set up a great experience for them (and you!) so that they remain your clients long-term and become raving fans. And as I’m sure you have heard, it’s a lot cheaper and easier to retain clients than it is to secure new ones!
The easiest tool for educating your clients are your business terms and conditions.
Your business terms and conditions does what it says – it sets out the terms and conditions of doing business with you.
Depending on how you deliver your service, business terms and conditions may also be your client agreement, service agreement or your freelancer agreement. Whatever you want to call it, the best way to educate your clients is to have this important document customised to your particular service so your clients learn about:
- your business
- what to expect from you
- what is expected of them
- where they are able to understand their legal rights and obligations
- how to ask you question if they need to.
10 ways you can use your business Terms and Conditions educate your clients
- Establish your business identity and show your client you are a legit business that can be identified and contacted at anytime.
- Inform how you work and run your business.
- Describe your service accurately – without the marketing bells and whistles.
- State your fees or where your fees can be found.
- Explain how customers are expected to pay you and when to pay you.
- Explain how you manage appointment bookings, rescheduling and cancellations.
- Disclose what your service DOES NOT include.
- Draw attention to any applicable disclaimers, licenses, or third-party terms.
- Describe what customers should do if they have a complaint.
- Invite a discussion if customers need clarification on how to do business with you.
Including these 10 things in your business terms together with legal clauses such as disclaimers, liability statements, consumer law obligations, and jurisdiction statements, all work together to educate your clients about how you do business.
Having well-drafted business terms also demonstrates to clients that you are professional in your delivery, you have a well developed and proven process, and that you are transparent and honest in how you operate your business.
Do your business terms clearly educate your clients? Or do customers find them confusing and unclear?
If it’s the latter, ask about my contract review service or book in with me to have new business terms custom drafted for your business. Send me a message now.
Lawyer, Contract Specialist, Speaker & Advocate for Women in Business.
Drawing on more than 15 years’ experience as a lawyer and a woman in business, Shalini Nandan-Singh helps Australian service-based entrepreneurs protect their businesses and their bottom lines with empowered legal advice and contracts.
Encouraging listeners to #loveyourlegals, Shalini firmly believes that business legals should be an authentic extension of your business. Her goal is to educate audiences that, rather than confusing legalese, business legals should be an authentic extension of your business, creating positive business boundaries that support you in working with your clients with compassion and understanding.
Disclaimer: This blog is written to support business owners to consider legal requirements and issues that may arise in business. The information provided is for general and educational purposes only. It is not intended as legal advice for your individual circumstances. Please consult your lawyer for advice specific to you and your business.