Be the winner for your Client

Make it easy

While working for a client, any step you take and communication you do should be for your client's convenience. If someone invests their time and money into your professional services, the most basic expectation is a no-hassle experience. Whether it's an initial meeting or final submission, always keep in mind if you have made it easier for your client. If you are unable to answer yes, then it would be wise to reconsider your action.

Understanding customer needs and their objectives is most critical to achieving the desired result. If a customer's objective is the foundation for any projects, the process of understanding these requirements is the earthwork you need to undertake for laying foundations.

The most important skill required is to be a good listener. I would personally rate the listening skill to be greater than engineering abilities. Just carefully listening to your client enables a clear understanding of your customer needs, their vision, and what they perceive as the desired outcome. Once an understanding is developed, it allows us to connect with the client at the wavelength they want quickly. This eliminates waste and minimises the chances of miscommunication.

Project Qualification

As a professional service provider, you are there to solve challenges faced by your customer. Project qualification is essential to make sure time and money spent on a project do not waste. A detailed understanding of what your client wants to solve is critical. While going through the qualification process, you would find the project scope changing, and sometimes these changes could be significant.

A simple example for demonstration is:

I once fielded an enquiry during my employment. The customer gave me the exact details of the actuator he was after. All the physical information he provided matched precisely to the standard product range my employer used to offer. I could have just put the phone down after taking the order.

Instead, I asked him what he was trying to achieve, what is the end goal? I also asked questions about his setup and the rest of the system. In the end, we figured out the actuator the customer was after would have been an overkill for his requirements. So I sold him a cheaper product than what he intended to buy. In the end, we had a happy customer who is more likely to return. I take that as a win-win situation for all parties concerned.

As you can understand from the example, I was able to gain my customer's trust by providing an honest service, and for the next project, that customer will have a perception that he can rely on me to provide a solution.

Value-added service

A loyal customer base bringing in repeat business is the fruit of hard work and superior customer service. Being honest and upfront helps to keep expectations real. Be conservative when planning project timeframes. The quality of your planning has a direct impact on your customer’s project schedule. Remember, it’s all about making it easier for your customer.

If you are passionate about the product or service you offer, you should demonstrate this to your client as well.

Be the Expert

Your client should perceive you as an industry expert. They should be confident in your offerings. Being an expert is not only about being a guru, but It’s also about finding the best solution possible and finding. It’s about learning new capabilities when required and utilising those to fulfill customer requirements.

Communication is the key

Communication with the customer needs to be fast, straightforward, and effective. Sending emails is not the only form of communication tool available. Pick the mode suited for the type of information to be communicated. For example, a quote can be sent formally in an email followed up by a phone call. Project delays or errors can be communicated by phone then confirmed in writing.

Clear on concise communication keeps your customer well informed of the project status and saves time. In addition, it helps prevent having a nasty surprise you can have when you deliver the project to your client.

Also, it is a good idea to follow up with the customer after project completion to celebrate the collective success and discuss opportunities for improvements. The follow-up shows your genuine interest in their success and confidence in the services you have provided. A quick follow-up phone call goes a long way.

This is how we like to operate at TB Concepts. If you believe we could help, please get in touch using the contact form on our website or click Here