When a client communicates with you, your team, and your organization, are you hearing their message and really listening? Today it is very important to understand your client’s business, their priorities, and their sense of urgency. If you listen closely, you will understand many businesses are reaching out to you to help them deal with this unprecedented challenge we are all facing.
Listen to what they are sharing with you. When a client provides a compliment, understand what sets you and your team apart. Is it the process, the people, the leader, the relationship, the experience in general, or a combination? Your brand and your reputation will carry your company forward. You are the expert on the subject matter and need to deliver it, always.
What if the message is neutral as in yes we had an OK experience with your Team? How do you respond? Asking questions to further understand what they liked and did not like. Drill down to understand what their expectations were will help to provide a better experience in the future. Qualifying, understanding, and setting expectations are all critical in setting the stage for continued success.
We dislike negative and candid feedback. How do you handle this? These are the clients that care the most about your organization and are educating you to do better. You probably do not believe this and kid yourself into saying “this does not happen to us”. That is OK and you can keep telling yourself this while great teams embrace it and take care of their clients.
Listen to the voice of the client. We have heard the expression “there are three sides to every story: yours, mine and somewhere between is the truth”. Here is a golden nugget for you: the reality is the perception of the client about their experience with your business. The proof is in the voice of your client. Be very thankful if and when they communicate with you. The alternative of not communicating, leaving you, and moving on to build a new relationship with someone else is not the option you want.
Deliver During Crisis
During this crisis, we have experienced an increased demand to help our clients and new clients alike to be the experts on the subject matter. Listening to the voice of our clients is a result of this. Our expertise to provide assistance in setting up their remote workforces, securing their data, reaching their target market in the digital world, and implementing business continuity plans are some examples. The AlphaKORians’ are still rockin’ it and it is business as usual in this “new world” we are in.
What are you hearing when you listen to the voice of your client?