When protecting your success score, tactics such as being professional, responding respectfully, delivering on time, and offering flexible pricing options are likely the first things you prioritize. While all these things are essential and helpful, according to our CSMs, one of the most overlooked things when protecting your success score is having reasonable order requirements for your customers to fill out before you begin the order.
You might be curious about how such a tiny part of the order process can affect something as important as your success score. Believe it or not, this little detail can influence nearly every aspect!
That’s because the order requirement page is your chance to gather every bit of information you may need from your client to ensure a successful order. If you’re not capitalizing on this moment, you may miss key information that could impact each area of your success score. Let me break it down:
Impacts on value for money
This metric measures if your client feels they paid a fair price for the delivery. When buyers leave a low value for money rating, they often have higher expectations than what they received. By having substantial order requirements that you can check before getting started, you can better grasp their expectations and move accordingly. For example, if you ask the right questions and find out they’re hoping for more than their current package offers, it's a great chance to touch base with them and set proper expectations so they are not surprised. Alternatively, you could guide them to a better-fitting package and adjust the price based on their answers.
Impacts on delivery time
This metric considers how long it takes to deliver a satisfactory final draft to your customer. Collecting all the important details for the project right from the start can help make your workflow smoother. This way, you can avoid the hassle of frequently reaching out to your client for extra information and minimize those extra revisions, both of which can slow down the order process.
Impacts on client satisfaction
To protect your buyer satisfaction score you want to ensure your client has a pleasant and smooth experience with you from start to finish. Issues such as feeling misunderstood or having unmet expectations can cause them to rate you poorly. These pitfalls can definitely be avoided or at least minimized if you’re asking the right questions in the beginning.
Impacts on conflict-free orders
We know that having unresolved order disputes can hurt your score. Thankfully, having clear order requirements not only helps to avoid issues but if and when they do arise, you’ll both have a handy reference that can help you clarify any discrepancies or misunderstandings so you can resolve your issues effectively.
Impacts on effective communication
This metric measures the quality of the communication between you and your buyer. Indications of negative sentiments and unfriendly or unprofessional tones from either side can truly hurt your ratings in this area. However, good and thoughtful requirement questions can prevent negativity from ever sprouting up. For starters, taking the time to truly read and understand the details of your client’s request means you’re already starting on a positive foot with them. Furthermore, having those details minimizes unnecessary back-and-forth communication and revision requests, reducing the likelihood of being penalized for ineffective communication.
So there you have it, a breakdown on how something as minor as the order requirements question can impact your success scores. If you have not already, I recommend taking the time to revisit your questions to see if they are thorough enough. While there are only two default questions on the page, we recommend that you have about fifteen.
Sure, setting up these 15 questions can feel a bit time-consuming, and reading through each answer might seem a little pesky, but the rewards of knowing exactly what your client wants will be worth it in the long run. Not only will it be an easier process for you and your clients, but your success score will thank you too!
