The rules of business may change daily, but one thing remains constant—a happy, satisfied customer is your best asset. Terms like customer-centricity, customer obsession, and customer intimacy have become increasingly common throughout organizations, from sales and support teams up to the C-suite.
What does this mean for company leaders? Should we acclimate our standards at all costs and accept that our clients are always right? It’s a fine line, and as a C-Suite executive, there will be times when you’ll have to choose what you should do and what the customer or client wants you to do.
Price, quality, and service are the foundations of a strong corporation, but you can’t have it all at once. It’s a challenge plaguing business across the county, and many leaders will agree that you can have two out of three, but not all three at once. To that, we ask, why not? With competitors waiting in the wings to jump in a snag your customers from under you, we’d argue that you can have it all, and satisfied clients too. Here’s how:
Clients Need to be Trained- That’s right, just like you train employees, there’s a learning curve when working with a new client. They need to understand your mission statement, company culture, and communication tactics. Not every partnership is a match made in business heaven. But with open dialogue (and a little patience), both parties can come to a mutual agreement.
Reciprocity Must Be Valued- Successful business ventures are a two-way street, and both sides must be mutually supportive of each other. We've all dealt with clients who take more than their fair share, whether it be time, money, or energy. Boundaries must be set, or you run the risk of not only losing business but damaging staff morale also.
Enforce Company Practices- It’s one thing to train a new client, but it’s another to hold them accountable for their actions. There will always be those who insist on only speaking to C-Suite-level employees. Outlining a chain of command (and sticking to it), shows the client there are procedures in place for good reason. In turn, your staff will appreciate your due diligence and respect your leadership.
Be Mindful of Repeat Offenders- While we hope you won’t find yourself in this position, some people simply refuse to handle business transactions smoothly. Each leader has a threshold for tolerance, but whatever yours is, stay firm. No one is right all the time, even valuable clients. And to be a strong leader, it’s crucial you model the proper way to conduct business. It’ll pay off much more for your organization in the long run.
We recognize that today, customer service is everything. But mutual respect, communication, and support are equally valuable for a successful business partnership.
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