Providing the best client service

Posted on April 5th, 2008 by Stuart

There is a debate going on over at Mark Crall’s SBSC blog about client service - http://sbsc.techcareteam.com/archives/193, well I wouldn’t call it a full debate, however a few of us chimed in on what really matters when it comes to taking care of clients. First of all, for the record - STOP USING CUSTOMER, that is a horrible word, CUSTOMERS go to Walmart to shop.

Who is taking care of your client right now?  Do you think you are?  Maybe you are and then again may you are not.  Are you 100% sure that your client trusts, respects and honours the relationship as much as you do?  How many times do they go out for second opinions?  How many times do they run out to Future Shop or Best Buy to pick up a computer and get the wrong one?  This to me is a trust and relationship issue.

What does the SBSC or anyone in general need to do to keep their clients happy and satisfied?  Well here is the simple, one word answer - ASK THEM!  Many of us think we know what are clients want or need, how many times do we ask them?

I remember listening to an audio recording one day on my IPOD as I worked out in the gym about client service and value.  A solution provider was stating that they delivered a tonne of value to the client, more than what any other solution provider delivered but they still lost the deal.  When the interviewer asked the question to his host, the solution provider said again, we delivered more value then anyone else.  Here is the question that stumped the person being interviewed.  Did you deliver what they asked for?  He couldn’t answer the question directly, he had no idea what the client was looking for.  He just focused on his own value.

Have you heard the old saying - “What is in it for me?”, this is what the clients are asking everytime they go shopping.  What is in it for me or for my firm?  If your sales stuff is littered with US, MORE US and Look how great we are, then you are not looking after the clients “what is in it for the client”, that is the key, change your brochures and presentations to be about them…and you have a winner!

Filed under: client service, do what it takes, getting a yes, growth, never quit, qualifying, relationships, sales, sbsc

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2 Responses to “Providing the best client service”

  1. Erik Thorsell UNITED STATES, on April 5th, 2008 at 18:13 Said:

    Hi Stuart. As you know, I love your blog and read it daily. I have to take exception with this customer vs. client thing, which I have heard before. My comment? WHO CARES?!?! When I use the term “customer,” I am referring to a valued relationship in which we want to be trusted advisor, and in which we focus on a long-term relationship. It’s not the word that matters, it’s what we mean when we say it!

    You do great work, Stuart, and raise great issues. Thanks! Erik

  2. Stuart CANADA, on April 5th, 2008 at 18:31 Said:

    Hi Erik, thanks for comment here, it is always appreciated. I guess the question is who cares? I do, it is a mindset thing in my opinion. But that is my view, thanks for sharing yours

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