Wie können Sie starke Beziehungen zu Kunden aufbauen, die hohe Erwartungen haben?

Building strong relationships with customers who have high expectations requires consistent communication, personalized attention, and exceeding their expectations. Listen attentively to their needs, anticipate their desires, and provide exceptional service tailored to their preferences. Transparency and honesty are key, as is delivering on promises promptly. Continuously seek feedback to demonstrate your commitment to improvement. By consistently meeting and exceeding their high expectations, you'll solidify trust and loyalty, fostering enduring relationships built on mutual respect and satisfaction.

In the services industry customer expectations and performance measures are normally clearly defined in service contacts. The contracting process sets up the relationship. I spend as much time on understanding the customers' needs as I do on assessing my companies' capability to service their needs. There is no point in over promising during contracting. There will be plenty of time to exceed and delight after you have proved to be reliable and consistent during the early stages of delivery.

The early stages of service delivery to new customers is usually done under watchful eyes, both parties anxious to see that things progress to plan. I put a huge amount of effort into bedding down service level agreements (SLA's) that were negotiated during contracting. My teams need to be clear on the expectation on key measures for volume, quality, escalation, recovery etc. We publish charts daily to reinforce the expectation. We also have backup support on hand to help is things slip. These actions provide a great platform for ongoing reporting and also good current data for ad-hoc enquiries form the customer. I usually ask the customer for their preferred communication schedule and mode and make sure we proactive and commit.

Building strong relationships with customers who have high expectations requires exceeding their expectations consistently. Start by actively listening to their needs and concerns, then deliver personalized solutions. Communicate transparently and honestly, providing regular updates and addressing any issues promptly. Anticipate their needs and go the extra mile to add value to their experience. Solicit feedback regularly and use it to continuously improve your products or services. Building trust is key, so always follow through on your promises and strive for excellence in every interaction.

One of the benefits of realistic promises during contracting is that there will be scope for improvement early in the relationship. I always try to find a few small incremental tweaks to the process that we can offer up in the early stages of delivery. It is great to do this before the client asks as it shows initiative and announces that we view the relationship as a partnership. It gives the customer a good new story to share internally and ultimately encouraged them to direct further opportunity our way.

Je ne vois qu'une seule solution : la proximité ! A partir du moment où vos clients sont satisfaits par vos produits ou services, vous devez être là pour eux, à chaque moment. Vous devez occuper le terrain, être présent à leur côté, les aider, les accompagner, même sur des sujets qui ne sont pas les vôtres mais sur lesquels vous être assez compétent pour leur apporter un service plus.