This week, the focus of our learning has been on building coaching relationships much like coaches; all other service providers need to know and understand the benefits of building and maintaining good client relationships. The client relationship is the most significant part of any service industry. Too often, organizations and service providers fail to have a clear client relationship goal. Though the ultimate service of our customer interaction is sales, we should also look to maintain a good long relationship with our clients. Relationships that will see them become raving fans that will refer others to use our services.
Without clear focus and direction, client interactions tend to be an adhoc and inconsistent service model that is confusing to clients. In our learning this week, we investigated the key elements of consistent and high quality client relationships. We learned that all areas of responsibility in the client relationship should be intended. The first thing we examined is our role in the relationship; you can do the same by reflecting on the following.
When you reflect on your client relationship, what comes to mind? Do you view your clients as only those who can pay for your services or those whom you foster great relationships with?
- What do you and your client understand as your job?
- What services do you offer to your client; can they get this elsewhere?
- What is the stated goal or expectation of the service quality?
- How much responsibility do you assume to having a good client relationship?
- What is your client role in the relationship?
- What rules of engagement have you shared with your client?
- Who are your clients; if you work in an organization with internal and external clients, what is your responsibility to both?
As you go through this week, I would like to put a challenge out to you to examine your current client or working relationships and see if there is room for improving your improvement. If you find areas that need to be improved, please make a list of these and put a plan of action in place to renegotiate the client relationship.
To your Interpersonal Wellness and Harmony