To Assume
It requires conscious effort, plus some prep time, if you want to truly figure out what’s on your client’s mind. To assume is to set yourself up for unwelcome surprises and, in the worst case, for failure. There’s a very literal expression that suggests how “to assume” can make you both look.
Fortunately, there’s a much less risky solution available to you. You can:
1. Review the essential elements of your service agreement. Which aspects do you think need clarification? More importantly, which aspects does your client want to clarify?
2. Identify the unique service considerations that matter the most to your client. Then develop an action plan to address those and, in the process, clearly differentiate yourself from other service providers.
3. Agree on how you will communicate with each other. Make sure you know their requirements, as well as their preferences. One approach does not fit all.
There you have it. Building lasting client relationships is as straightforward as following these proven steps, but also as complicated since there are infinite possible variations within each element. Of course, you can just wing it and see how that works out, by simply assuming that you already have the answers. Just remember that the same things that got you hired can get you fired, so it’s wise to figure them out before you have a problem.
In my experience, there’s no better way to “clearly communicate that you’re competent and you care”, in the words of John Spence (aka “Trusted Advisor”), than by making the time for these important client conversations. You’ll surely get greater satisfaction from your daily work and your client will absolutely appreciate you for it.
Fortunately, there’s a much less risky solution available to you. You can:
1. Review the essential elements of your service agreement. Which aspects do you think need clarification? More importantly, which aspects does your client want to clarify?
2. Identify the unique service considerations that matter the most to your client. Then develop an action plan to address those and, in the process, clearly differentiate yourself from other service providers.
3. Agree on how you will communicate with each other. Make sure you know their requirements, as well as their preferences. One approach does not fit all.
There you have it. Building lasting client relationships is as straightforward as following these proven steps, but also as complicated since there are infinite possible variations within each element. Of course, you can just wing it and see how that works out, by simply assuming that you already have the answers. Just remember that the same things that got you hired can get you fired, so it’s wise to figure them out before you have a problem.
In my experience, there’s no better way to “clearly communicate that you’re competent and you care”, in the words of John Spence (aka “Trusted Advisor”), than by making the time for these important client conversations. You’ll surely get greater satisfaction from your daily work and your client will absolutely appreciate you for it.
4 Comments
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Ed Gifford
10 years agoAmen! Unfortunately, I have witnessed the consequences of assumptions.
BKM
10 years agoA little extra work and preparation on the front end can AND will reduce pain and frustration down the road. Great info and VERY timely. Thanks Bill!
TY Rentz
10 years agothe keys bill are simple and as old as time…Staying in front of the customer, showing concern, building a relationship, understanding the expectation of each individual client, making sure we see these expectations through with proper communication in our organization, follow up, communicate, communicate, communicate! It’s very much like dating/marital relationships…when we are dating(selling the job) we do whatever it takes to win him/her over and get married(client contract win), we get comfortable and maybe we are not as attentive to his/her specific needs(client expectations), the relationship suffers or prospers based on our continued attention to the needs of our spouse(clients needs)! A great relationship is sustained by constant attention to details and continual effort to follow through on the promises made at the sales table(dating)!
Laure Hristov
10 years agoIt all comes back to communication as the key ingredient to all relationships! We must go that extra step to ask questions and to keep everyone involved informed. We always have to look for ways to make our services better as there is always room for improvement.