Will clients remain God ?
In client servicing setup, most of the thoughts, actions and deliveries are typically driven by a deep rooted belief that the clients are God and must be serviced to achieve their highest satisfaction. In principle, this is a brilliant attitude and all efforts must be aligned to attain clients’ delight. Interestingly, even with this noble approach coupled with ‘going an extra mile’ efforts, the management of servicing team still experiences good number of dissatisfied customers. In such circumstances, it is quite common to find an unhappy client and also a demoralized and burnt out delivery or vendor team. A lose lose situation.
Besides visible inefficient delivery and client management factors for such deadlocks, perceived positioning of clients, indirectly but significantly influences these situations. Overburdened and subdued by clients’ God like perception, a servicing team tend to work in Master and Slave framework. This self imposed notion restricts the team from setting correct expectations, pushing unrealistic and unreasonable demands, negotiating appropriate resources such as time and fee and sometimes educating the clients as well. In other words, this mind set is the onset of underperformance in achieving clients’ delight. In order to develop a sustaining and successful relationship, it is critical not to succumb to unrealistic expectations and if required assert for a common play field. It is in the interest of both parties to commit for doable and don’t promise something not achievable. This can only be done with clear communication, equal treatment and shift from ‘Customer is always right’ thought process.
Latest posts by Rupesh Khare (see all)
- Marketing Analytics in Insurance: Time for Data-Driven Customer Acquisition - June 18, 2017
- Analytics and Law Firms : An affair in air - June 22, 2016
- Behavioural Component of Talent Management - April 20, 2014