You think the owner of the company is the BIG BOSS – Sadly, you are wrong, there is different BIG BOSS – Our Customers. Every entrepreneur may be the boss but the real boss is our clients. We need to understand it’s important to keep the boss happy and that’s by your work and commitment to deliver what was promised. Do you think the entrepreneur pays you the salary? Well, he only hands over the money he makes from his clients to you, it’s the customer who pays your salary. So if the customer isn’t satisfied, you may not get your pay check so its important to keep our Boss Happy.
Few things can help you keep your clients happy
it’s not a miracle but continuous effort that lead to client satisfaction. It’s like planting the seed and waiting the plant grow – if you don’t take of the plant then the plant will wither off or someone else may water it to reap the fruits.
Understand their Perspective & Expectations
Keep yourself in their shoe and understand their challenges. They don’t want to hear the flashy sales pitch, but they want to know how you can add value. What can you do different that others can’t. What’s your USP?
Talk Sense and Educate
Your stories may not make sense unless they have the real meat. How did you help other clients in cost saving or may be resolving their problem. You are in the market and so are they but on the other side of the table. Share the insights that can help them.
Be their Reliable Partner
It takes a lot to gain trust and assure that we can take care of your business. One bad experience will leave a bad taste in the mouth. Like you going to a restaurant and ordering most delicious looking food but when you take the 1st bite it comes with too much salt. Next time you may not even consider going. An opportunity once lost is someone else’s gain. Make promises which you can deliver. Be a true partner which is reliable, available and knows how to share the workload.
The Real Challenge in the Service Industry
Sales and Delivery
I say, both need to be married to each other to sustain a successful business partnership. Don’t be surprised, here is the justification of the so called “Blessing in Disguise”. You may be the finest sales person in the world but to get business your customer need to “Know you”, “Like you” and “Trust you”. One takes time to understand expectations, address the challenges and be a solution provider, however, post this phase comes the most important and challenging part, sustain the credibility built and deliver on the commitment made. Here Delivery Team becomes your Savior – you fight, you argue, you lock your horns with them, but you know you cannot be successful without your delivery team. You can be the face of the company but behind the scenes delivery team works to deliver what was promised. If you fail to get the work done – you fail to keep your clients happy – hence, losing the trust and one day business.
It’s all about being a client’s advocate. If you can’t be one, then your business is definitely at stake.