Next week I will resume sharing my thoughts and plans about Zoodio and our software business…. In the meantime I wanted to reshare a note I wrote about 5 years ago that’s still relevant today…
We’re in the relationship business
When I think about the skills required to execute our mission, not only does it include a high level of expertise in the areas of marketing and thought leadership, it also means that we are excellent at building and maintain great relationships with our clients.
If you were asked what does Tahzoo do? Would your answer be; we build great relationships with our customer so we can help them change? Or would it be something like we do digital marketing? Or we’re a customer experience agency?
We are in the relationship business. It just so happens that the primary value add of Tahzoo is we work on customer experience problems. Here are my thoughts on developing a great relationship with your client.
You care for your clients –
Caring is not defined by how you feel, but by how you act. I’d go on to say that it’s a commitment. A commitment to your client’s success, to treat them with respect and to care enough to do your best work on their behalf. If you truly care about your client, you obligated to find a higher purpose in your relationship with them.
You’re a servant –
You put the client before yourself, before the company and before profit. With a servants heart you assist your client in any way necessary to ensure their success. Zig Ziglar a famous sales trainer used to say “ you get what you want by helping other get what they want”.
You’re honest –
Honesty requires courage. Good consultants have opinions and in a respectful way they share their perspective and experience. If the primary goal is to ensure the clients success, then they need to hear from you what you really think. The better the communication, the stronger the relationship, build the trust and have the confidence to engage your customer in the market place of ideas.
You make Friends –
I make friends with my clients. Many of my clients from my Microsoft days are still friends. Your work is important but a friendship creates a basis for trust. We are a company full of smart and happy people… share your happiness, be friendly and get to know your client.
You’re Patient –
The work we do is hard…we are agents of change. Our clients built tremendously successful business over a long period of time and although technology and consumer expectations are changing rapidly, they need time to catch up. Be patient, take the time to explain things and don’t be afraid to stick with your client while they work through the internal challenges of managing change.
You’re loyal –
Trust is a function of consistency over time. The client needs to know that you’ll be with them through and through. Same is true for our software partners, if we are introduced to an opportunity by SDL for example, then we win when they win.
You check in regularly –
If you have a great relationship with your client, then you’re be continuously checking in to ensure that you share a common vision of success. Working together, building together, failing and succeeding together (all while pursuing a common definition of success) is what great relationships are made of.
You Have fun –
Find the joy in your work and share it. Enthusiasm is infectious and sometime your client will need your energy. All great relationships have an element of fun. Smile, laugh and find reasons to celebrate.
Let’s go be great!