PRLog (Press Release) –
May 06, 2008 –
EXECOM headquarters, Novi Sad, Serbia – Overstretching can be painful, they say. Since the beginning of trade, sales people have tried to find the thin line between giving to customer all he needs and giving too much.
These days we see the same dilemma in cruel world of service oriented companies. Most top players are speaking about putting customer first, being customer-centric, giving it all... The gold sound of CRM is coming to an end and we are left out of magic words.
On the other hand, most (if not all of them) newcomers are ready to adapt to almost anything. They will accept everything that smells of money, regardless of consequences. This is called "Learning by example". Some learn fast, some never do.
So what is the right approach to this dilemma?
Unfortunately, as with all other important questions in company's life, there is no formula or simple answer to this, but there are some proven and useful guidelines for successful relation with your client:
Be open to new ideas and solutions
New clients are great source of knowledge. Be aware of huge amounts of time and money spent in the business world on finding the best solutions for all sort of problems. Some of those instant recipes are applicable on your business. To be honest, I have learned more from EXECOM's clients than from any other source.
Understand you client’s business and background
Always try to put yourself in other person's shoes (I always ask myself the same question: "What would I do if I were in his place?"). This is the best way to understand how this person sees you and a very powerful tool in negotiations. Also, remember one golden rule: no one in the room is stupid!
Be ready to take some risks
Simple truth: there is no success without risk. Too many good businesses went down the drain because someone hasn't had the courage to lead. And that is precisely what top management must do: lead.
Be aware of who you are and what you know
One of the most dangerous common mistakes is starting to believe in your marketing image. Always bear in mind who you are, where you come from, and most important: what you know and what you don’t know. Start working (or worse starting a new business) in areas where you have no knowledge or experience is almost a certain way to fail. Be sure that you know enough about what you are starting. If not, make sure you find and pay enough the person who knows it instead of you.
Be elastic (but not too elastic)
Imagine a nice café. You are up to a nice espresso, and you are in the right mood with more than enough money in you pocket. In short: there is a need and resources to fulfil this need.
The waiter approaches. You feel like short espresso with a touch of milk…
Then waiter replies: sorry, only standard espresso with standard milk is possible. No special requests…
I usually change the café when something like this happens.
The same is with your business. In everlasting positive conflict between business-development and project-development guys, the outcome can determine your company profile.
Will you be elastic enough depends not only on how you feel, but more on whether your structure and infrastructure are capable to support such diversity. For example: if your accounting is not able to issue invoices triggered by all kind of different events, then you might be in a problem.
So, plan your system ahead. Put yourself in front of all different scenarios before your everyday business does, and yes, have as elastic mindset as possible. Because, as a wise man said: "Even the largest tree will crack on strong winds. Only elastic ones will survive…"
by Petar Ulic, Managing Partner
Contact:
Aleksandra Popara,
Communications Manager
E: apopara@execom.eu
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