Pre-empting conversations

Affirmative action, client management, Fear, Trust

While my experience has been sales and then marketing, I also carry a revenue responsibility.

When you carry a revenue responsibility, managing client engagement becomes a major task.

A lot of times deciphering the why behind the what becomes a tight rope walk. Especially when you are selling services, where, unlike in the case of a product, the boundaries are not clearly defined, managing the gap between the customer expectations and the delivery of services is an every day challenge

One thing I have found useful is to pre-empt the conversation. You don’t give a chance to the customer to come and complain. You go and tell her the challenge, what could be the impact and how you think you are going to solve it. Then you ask the customer for suggestions so that she sees herself as superior to you, which helps manage her ego . Also since you have informed her of the problem, before she could complain, she is now partly responsible for finding the solution. This affirmative action also increases trust.

A lot of the out-bursts which happen when a customer complains, can be completely avoided if we pre-empt things. However most service delivery people are scared to do this out of fear, that the customer will fire them, not realizing that the firing in a complaint situation is even worse.

If you are in services, its always a good idea to pre-empt the conversation if you want to be successful.

Till next time then.

Carpe Diem!!!

The way you say it….

client management, problem solving, relationships, Speaking, Uncategorized

A few weeks back I had written a few posts about the relevance of asking questions.

One of the things I have noticed in handling clients over many years, is that they all come in different shapes and sizes – literally and figuratively.

To build rapport with someone you need to gauge the person and then speak to them in a way that resonates with them.

Most of the problems that occur in client interactions is not because the client is demanding or whether the delivery is not happening at the right time or in the right way.

Its mostly about how you say, what you say and the tone in which you which makes a lot of difference. In addition if you make the client a partner in the solution then it works even better, because then she would like to see the solution succeed even more than you do.

Building long term clients who keep doing business with you for years to come, has a lot to do with how you handle them. It takes years to build relationships but you start with a simple step in how you say what you want to say.

Till next time then.

Carpe Diem!!!