Dating and customer service...HUH?

I was watching a television show this past weekend and I heard something that really made an impression on me. The show was about a guy trying to learn how to date. He was asking girls for their opinion on what girls want in a relationship. One girl told him to be the person he wanted to date. That made me think. You must be the company that you want to do business with. So how do I do that?

1) Be reliable.

• Do what you say you are going to do when you say you are going to do it. That is hard to find in today's business world. That is enough sometimes to set you apart. If you give your word to someone, do everything in your power to make that happen. And IF you can't accomplish your goals, communicate with your customer as soon as you realize you can't accomplish it. Being honest and forthright is the only answer to good solid business.

2) Have integrity.

• If you do something wrong to a customer, accept responsibility and then do whatever it takes to correct the issue. In business, just as in life, it's not about the mistake that is made but rather it is about the recovery. We all will make mistakes in the business world. It is inevitable. But what will make you stand out is when you go the extra mile to correct the mistake in the customers favor. If it is the customers fault, then find someway to fully explain the mistake that the customer made and then go out of your way to help him recover from that mistake.

3)Be a strong but flexible leader in your relationship.

• Often times in a project, changes outside of everyone's control come up and difficult decisions have to be made. Be a strong leader in this process. Make sure that there is a clear and concise direction to be taken. Also be flexible in those decisions. If there needs to be some consideration taken, be patient and work out a good middle ground. Taking time to walk your customer through any changes that were not on the origianl specs will make those changes much less painful. I have a saying, "they might not LIKE what is being said, but if they at least UNDERSTAND what is being said, then you have a good starting point."
  

4) Make your customer's goals YOUR goals.

• Yes, we all do what we do for the money and for the satisfaction of doing a good job. But what will make you special is to make sure that the your customers goals and dreams become your goals as well. When you are not only a business partner with your customer, but a trusted invested participant in your customers business and project, then there is synergy in your relationship and a return client is almost a given.

5) Have vision beyond just this project.

• Always think ahead. Always talk to your customer about their future needs. Be that resource for information. Be a teacher and cheerleader for your customer. The more you become an advocate for your customer and not just think of them as another wallet, you will be that different company. That company that your customer can't stop thinking about because you not only helped them accomplish their goal, you took time to help them learn more, or to just be that voice that encouraged them on time lines or whatever the case.

In the end just remember that phrase: "BE the company that YOU want to do business with". If you do that then you will stand out and be different. Follow these five steps in creating a relationship and you will quickly find yourself and your company standing out in a very tough economic time!

Best regards
Brad