So, now that 2016 is over and we are into 2017, it is worth a short retrospective and the expression of some thoughts. Given that I have been asked to blog a post on a website that is about marketing, let me pen some thoughts.
First, point 1, lets deal with the old cliche, the customer is always right. This is not quite true. But, it does not do you any good to tell the customer that he or she is not right. It is best to make the customer feel like they are right even when they are wrong. But because you have a relationship with them, make sure that you give them the advice that they need in addition to the advice that they want. Let me tell you a story. Once, a customer came to me, and when I say a customer, in my line of business, customers are really clients. Once a client came to me and asked me for advice about a matter. I thought about the question and wondered why he had asked me that question rather than the question that I would have asked in that situation in which they were in. So, how did I deal with this. I did this. I gave them the advice that they asked me for. But then, I also gave them the advice that I think that they should have asked me for.
Point no. 2. How do you deal with clients that don't appreciate the advice that you give them. In my opinion, the best way of dealing with these people is to kindly advise them that they ought to go somewhere else for assistance. That way, they will not ever grow frustrated with the advice you are giving them. In the long term, these people will simply cause you more stress than profit. So, its really not worth it keeping them.
Point 3, and my final point. The best way to attract customers/clients is to value the ones that you have and form relationships with them. Customers and clients are necessary. But valued customers and valued clients are a cut above. They have an additional factor which will drive not only profitability but also your own sense of satisfaction.
That's my contribution to SODA BLOG.
Cheers.
Guest Blog post by Terry Montebello, Professional Services.