At long last, there is a business book that places a premium on relationships over mere costs, profits and bottom lines. The author Ed Wallace believes that outstanding relationships are the keys to successful sales. The thing to do is to maximize solid relationships over just looking for a huge volume of customers quantitatively.
There are important small details that are the stuff of solid relationships. Examples are respecting client needs, the time of the client, sharing relevant information and keeping commitments. Generally, the other party's best interests should be at the pinnacle of the overall relationship.
The best place to evaluate client needs and servicing is in a customer service capacity. Does your customer service just listen to complaints and close them? The proper way to service a customer is to resolve the issue to the customer's satisfaction before closing out the referral case number. Astute customer service departments may refer chronic complaints to product development for a re-assessment of the design and testing.
The requisite planning for a high quality relationship includes setting objectives with the client, budgeting time, strategizing, articulating a mission and setting forth a doable vision of where the business may be heading and its greatest potential. At the heart of this process is understanding the prospect's core requirements and needs. In addition, the servicer must have credibility, integrity and authenticity.
Ultimately, a client is going to judge you on how much you care over what you know with some notable exceptions. For instance, you might hire a thoroughly obnoxious plumber if a flood was developing rapidly in the house and no other plumber was within miles.
According to Drucker, "Plans are only good intentions unless they immediately degenerate into hard work." And so, the proof of the pudding is in implementation. A company representative needs to journalize a series of critical events/milestones which are intended to lead to a desired outcome in order to make success more probable. The key question to resolve is how your service can satisfy a particular need of the customer in time to have a positive contribution to a successful outcome for the client. Then, the client will be happy and the relationship will grow stronger and mature.
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