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Sunday, February 11, 2007

Subcontractors: How Can You Deal with Clients' Expectations?

When you hire subcontractors, you have to keep in mind that they are an extension of your business. You have to deal with clients’ expectations of subcontractors in order to keep up your level of customer service.

How Can You Deal with Clients’ Expectations of Subcontractors?

1. Be open about which services you and your in-house staff will be providing and which services will be conducted by subcontractors.

2. Restate your role as the virtual CIO and make sure subcontractors and clients know that subcontractors are simply occasional specialists.

3. Tell your clients the skills and background of the subcontractors.

4. Be clear about what the client can expect to get from subcontractors and what they cannot get. The subcontractors’ areas of expertise should be really clear from the beginning and relevant to the task they are completing with clients. Other IT issues should still go to you as the virtual CIO, even if the subcontractor on the job is on site.

5. Talk about your history and relationship with each subcontractor and the types of projects on which you’ve collaborated. Your client should get peace of mind from knowing these specifics.

6. New subcontractors should be announced to clients. Tell the client that you are still taking complete responsibility for the project and are working to make sure everything runs smoothly.

7. The client should know you expect the same level of professionalism, quality of service and amount of confidentiality from subcontractors that you expect from regular employees.

Because subcontractors are a specialized extension of your firm’s solutions, you have to be honest and up-front about client expectations to make sure you can deliver the best level of customer service and satisfaction.

Added By: Computer Consulting Kit