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Tips For Maintaining Client Relationships

You may reprint or publish this article free of charge as
long as the bylines are included.

Original URL (The Web version of the article)
---------------------------------------------
http://www.defendingthenet.com/NewsLetters/TipsForMaintaini
ngClientRelationships.htm

Title
-----
Tips For Maintaining Client Relationships

Customer Relations Is Not Just A "Sales" Function
------------------------------------------------------
Consulting is a service business and engineers,
administrators and technicians are the heart of it. Sadly,
too many of us see customer relations as a “sales” function.
While the sales department can be very effective at
generating leads and performing a lot of the up-front work
that initiates a customer relationship, long term success
depends highly on the implementers themselves.

Repeat Technology Services Business
--------------------------
Much of the repeat business that I get from clients comes
not from “sales” beating them down with phone calls and
emails, but by clients approaching me directly to satisfy
newfound needs.

I’m proud to say that I have clients who refuse to deal with
our sales department for any function other than signing
contracts. These customers are no longer looking to be
“sold” solutions; they come to me specifically to “buy”
them.

If you are content with perpetual strings of one-off
projects you can stop reading here. My focus is
maintaining long standing relationships that produce
reliable revenue streams.

Don’t Be A Drone
-----------------------------------
Too many consultants show up, drop in a solution and leave,
making no effort to establish a relationship with their
client. Get to know the client and their business. Showing
an interest in the client’s work can not only help you
develop a rapport, you may learn something as well. Being
able to show up at a site, ask about the client’s family
AND being able to address their kids by name will help
establish you as more than just the “computer guy”. The
“computer guy” is generally about as memorable as the
“phone guy” or the “cable guy”.

Be Flexible
----------------------------------------------
Very few consultants are so good that they can get away with
a “my way or the highway” attitude. There are a few out
there and if you think you are one of them you probably
stopped reading by now.

As a solution provider, your first effort should bring to
your customer the best fix for their problem. Whether
that fix is hardware, software, policy or procedure,
there are almost always client considerations you weren’t
made aware of during design. Budget usually lands at the
top of that list.

Rarely is there a single solution to a problem. Be able to
provide options to your client. If they balk at your
first solution, have alternative approaches ready to
discuss and explain to them


the tradeoffs involved.
A client will always respect your efforts to work with
them and meet all their needs, as opposed to just
providing a canned solution.

Know When To Be Inflexible
---------------------------
When client constraints force a loss of proposed
functionality be fully prepared to explain, or even argue,
how the compromise will degrade or even nullify the
effectiveness of your proposal. Implementing a poor
solution because “the customer told you to” is a bad
idea and will generally come back to haunt you.

If you have the flexibility, you may decide to decline a
project because of too many forced compromises. Believe
it or not, turning down work on principle will sometimes
jostle the customer into accepting the original proposal,
because they now see that you are looking out for their
interests, not just billable hours. Once in a while,
“my way or the highway” works.

If You Don't Know An Answer, Admit It
-------------------------------------
Too often when confronted with a client challenge
consultants try to “fake” their way through an effort.
While you may be able to get a way with this once
(or even a couple of times), eventually it will catch
up with you. I’ve found that most customers respond
surprisingly well to “I do not know, but I will find out.”

Any time you try to bluff your way through a scenario, you
run the risk of being discovered. Once you break a
client’s trust, it’s virtually impossible to regain it.

Keep Your Attitude In Check
---------------------------
Frustrations exist in every facet of business. Due to the
need for customer interaction, consulting can be
particularly stressful. There are ways to express
dissatisfaction or frustration without blowing your
top. When faced with a stressful situation, measure
your words and your disposition carefully. Delivery is
often more significant than the message. Carefully
worded, you’d be surprised just what you can tell a client
to go do with themselves, and get away with it.

Conclusion
----------
There’s no holy grail here, just a few nuggets of advice
that I’ve come to realize in my own years as a consultant.
I’m not giving any guarantees of success. If I could,
I’d write a book and retire on royalties. What I can
guarantee is long term survival in this industry hinges on
established customers. Keeping these customers returning
to you requires the same care and feeding as any other
relationship.

About the Author

About The Author
----------------
Erich Heintz currently specializes in providing network and
security solutions for small to medium businesses that
frequently have to resolve the conflict of need versus
budget. His commitment to precision and excellence is
eclipsed only by his fascination with gadgets, particularly
ones that are shiny, or that blink, or that beep.
http://www.defendingthenet.com.

 

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