How to get customers to read their contract?

6 months 4 weeks ago #651964 by Joslyn
They of course sign the  bottom.  But I've had to on numerous occasions clarify things with clients, things that are clearly outlined in their contract.  The response is always the same "Oh, I just scanned this quickly, no one ever reads these things word for word".  Well close to that.  

This is getting annoying to re-explain things over and over when it's in the contract.  

So how do you get your customers to read their contract?  


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6 months 4 weeks ago #651970 by fmw
The customers are right, few people read contracts.  Get over it and point out whatever you need to point out.  Lawyerly text, by the way, is never an effective tool for good customer service.


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6 months 4 weeks ago #651981 by garyrhook
What he said, above. If you've run into problem areas, then you make it part of your engagement to get the customer at a table, or on the phone, and walk through the contract hitting the problem areas, before they sign.

Lead them by the hand.


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6 months 4 weeks ago #651986 by icepics
Go over it with them, not by reading it to them but summarizing it. It's up to them to read it (or not) but if there's a question or concern later refer back to it... as in, remember that contract you signed?

I used to do paperwork with families when I was working, and no, people don't necessarily read it. But they have a copy they can go back and read/reread.

Maybe think about revising your contract to be less wordy or written in more user friendly, everyday language. Be aware of how you're presenting it to them and think about if/how you can emphasize important points and that it's up to them to keep their copy and read it. And make sure it's easy enough to read and understand.

Sharon
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6 months 4 weeks ago #652015 by Finn
Bold those important parts, or better yet, give a dummy down version as the cover letter, something that is easily scanned by their eyes and references the sub parts of the contract with initial spots next to each. 


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6 months 4 weeks ago #652149 by EOS Man
Have them initial important parts. 

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6 months 3 weeks ago #652511 by Richard Taylor
+1 have them initial each important part.


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6 months 3 weeks ago #652560 by Ben Vanderbilt

Richard Taylor wrote: +1 have them initial each important part.


Not much more you can do from there.  But then, many will read and retain zero.  Darwin would be proud.  


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6 months 3 weeks ago #652742 by Nikon Shooter
I have to sign small print form — that I never read — when I bring
my car for service but I like to think I should trust them.

Sure, clients should sign a contract but if you think they should
read it, you may not have told them everything clearly enough.

Light is free… capturing it is not!
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6 months 3 weeks ago #652762 by Kenya See
Yup agree.


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6 months 2 weeks ago #653044 by Jennifer Krueger
Not much you can do for those that scan only.  You can have then initial each, but they will likely still scan and sign.  


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