You have heard of Generation X, Generation Y and Baby Boomers. There is a new generation called the Millenials, and they are now of the marrying age. In order to best serve this new group of twenty-somethings, it’s important to understand where they are coming from.
Millenials have a strong bond with the technological age. They were practically born with a mouse in their hands and understand text messaging and instant messaging (also known as IM’ing) better than many of us understand how to email. With their ease around a keyboard, they have a different mentality about interacting with people and within their relationships. Understanding this generation will help you be successful with your clientele.
In general, the Millenials:
•Are well educated. Most have a post-high school education. •Are more financially self-sufficient as compared to older generations. •Are results oriented. They want results and have little concern for the manner in which it is achieved. •Want to be heard and to share their ideas. •Want to be involved in every aspect of the project. •View maintaining contact as essential, but not via phone or face-to-face meetings. Text messaging and emails are the preferred means for communication. •As a result of their communication styles, there is a higher expectation for an immediate response. There is an expectation that you are available 24/7 and your replies will be lightening-quick. •Seem to have less ability to manage their stress levels.
So what does this mean to you? To begin with, their inability to manage their stress may cause you to feel stressed out. Do your best not to get caught up in the client’s stress. Maintaining a calm and removed position will help you stay objective and portray a level of confidence that will help in calming your client.
Make sure you set firm, but reasonable, boundaries. The client may have the belief that “the customer is always right.” If you fall into this premise, you may end up doing something that you will resent in the end. Be up front in a friendly manner with your availability, contracts and your own expectations. This establishes a level of professionalism that conveys to the client that you are secure with your own expertise and minimizes the likelihood of misunderstandings and conflicts later.
Since they want to be involved in all aspects of planning, it may initially feel intrusive. Why hire a professional if they want to do all the work themselves? Remember, they came to you and hired you. There is some aspect of the project that they don’t have or cannot access independently. Really listen to their needs and expectations. Together, you can have a successful experience.
