If it’s true for me, it’s likely true for many of you as well. I tend to quickly place new clients on a scale from “needs much direction” to “needs no direction”.
One isn’t better than the other. Honestly, one isn’t more preferable than the other. I’ve had handful clients who needed much direction in the beginning, and I’ve had handful clients who needed no direction at all. I’ve also had wonderful clients from both categories.
Regardless of where a potential client falls on the scale when they come to you, I believe there are a few tried and true methods investigators can employ to mostly alleviate problem clients and capture model clients.
Brand and Market Yourself With Your Ideal Client In Mind
It all starts before a client even picks up the phone to call you or hits send on their email message to you. It starts with your own branding and marketing.
If you market yourself as a private investigator who does whatever it takes to get answers for your clients, then you are already hosed. That kind of advertising attracts exactly the kind of client you don’t want. You don’t want the client who expects you to cut corners and break laws just to get to the bottom line.
If you instead market yourself as a licensed and professional private investigator who works diligently within lawful means to accomplish the client’s goals, you are on the right track to attracting the preferred client.
Control the Dialogue From the Start
Your initial contact with a prospective client comes next.
I can’t tell you how many times I answer the phone and hear some form of these words on the other end - “I’ve never contacted a private investigator before, so I don’t really know exactly how this is supposed to work. I don’t even know if you can help me.”
For many people, picking up the phone and calling a private investigator for the first time is intimidating. I get it. We are a mysterious bunch with a bit of a marred reputation.
So when a potential client calls me and I can sense their intimidation and uncertainty on how to even begin, I immediately try to disarm them with kindness and the response, “A lot of people call me with your same hesitation and uncertainty. Why don’t you give me a brief summary of your need and I’ll let you know if it’s something I can help you with? If I can’t help you, then I can do my best to point you to someone who can.”
There are other prospects who call me and immediately dive into a deep soliloquy about all of the problems they’ve been having with their neighbor. This is the client who won’t pause for half a second to allow any kind of a response from me at all.
When this occurs, I can gauge in the first 30 seconds that this phone call is going to last 45 minutes if I don’t cut them off and start asking probing questions.
So that’s what I do. I cut them off as politely as possible and start asking more pointed questions such as, “What is it you want to hire me to do to address your problem?” Sometimes I follow up with, “Lets not get into all of the details right now. We can go over those if you decide to hire me. Right now, let’s talk about your need to hire a private investigator. What do you need me to do?”
And then there are potential clients who call and know exactly what they need from you. They require very little direction.
I have found that as I ask a potential client questions and attempt to guide them through my process, I can typically figure out rather quickly where they are going to fall on the spectrum.
Don’t Take Every Case That Comes Your Way
No matter where your prospective client lands on the scale, it is your job to read their language and decide if you should take their case at all.
Some cases may promise good money, but there are glaring red flags or even just a gut feeling that you should not take the case.
If your potential client is quite pushy or demanding, expect them to be pushy and demanding throughout your working relationship. Are you willing to put up with that?
There is a difference in someone asking you to do something that is illegal when they have no knowledge that it’s illegal. There have been plenty of times when someone has asked me to put a GPS tracker on their boyfriend’s car, but when I’ve told them it’s not legal for me to do, they immediately apologize and don’t expect me to do it. But they instead hire me to legally surveil their boyfriend. No problem.
But if someone asks you to do something that’s illegal or unethical and after you tell them you won’t do it and why, they try to talk you into it anyway, RUN. Do not take that person on as a client under any circumstances.
Use a Contract or Agreement With Every Client
I use both a Contract and a Statement of Work with my clients. The Contract takes care of the legal side of things and the Statement of Work outlines exactly what we have discussed such as what they are hiring me to do, how I am going to do it, what I am going to charge them, and the timeframe it’s going to take me to get it done.
These two documents leave nothing to guesswork or interpretation. Every question is answered. I won’t surprise my client in how I carry out their investigation or how much I charge them for it.
This alleviates the chances of my client getting upset with me. It eradicates potential future problems. The path is clear for us both.
Communication is Key
Communication is always key. I keep my clients apprised of any and all developments in their case. I even keep them in the loop when things are at a standstill.
I mostly work adoption search cases. There are many times when I am waiting on a DNA match to respond to me or I’m at the mercy of a hospital records department to email me documents. I can’t continue my own research until someone else acts. It is especially during these times that I contact my client to let them know what’s going on.
Frequent and clear communication will prevent your client from frustration and making wrong assumptions. It’s the most important piece to ensuring happy and satisfied clients.
A Happy Client Makes a Happy Investigator
Don’t think you’re at the mercy of any and every person who contacts you and wants to hire you. You absolutely have control over the clients you attract and how you qualify them to become your clients. If you’re currently unhappy with many of your clients and seem to attract some doozies, practice and adjust your strategies. The power is in your hands.