Tag Archives | client service

Is it ever ok to lie to a client?

“Is it ever ok to lie to a client?” I asked this of close to a thousand professional services executives on a recent ‘How To Delight Clients” road show, and was surprised by the overwhelmingly consistent response.

Will it surprise you? Read on…

In training executives with aspirations for successful long-term consulting careers, it’s a question best discussed and answered early, openly and fully. That’s why we asked it on the road show. And that’s why I thought it worthwhile raising on Wrestling Possums.

Getting it wrong can spell disaster, so learn the lesson early- and share it, often.

Here’s the overwhelmingly consistent response from the almost one thousand people I’ve asked.

More ‘sexing up’ client relationships proven tips

In a previous post I outlined how client relationships often get stale, and offered 5 great ideas to ‘sex it up’ a bit. Here are five more proven ideas to put some spice back into relationships that have kind of got a bit staid and boring, for all.

The magic of the early days dwindles. You start taking each other for granted. You don’t tell them you love them. You get a bit fat and lazy.

Danger! This is when competitors put on that little black dress, apply the make-up and start winking at your client across the bar. This is a high risk time, so take action fast to spice up the relationship. To ensure clients keep coming home to you when competitors wink at them, follow these five proven relationship ‘sex it up’ actions right now.

Got the balls to fire your biker clients?

80 percent of our profits come from 20 percent of our clients. Yet we often give our worst, most unprofitable clients our most intense attention and very best efforts. They’re rude, bullies, have outrageous expectations, treat our people terribly, ruin staff morale and inevitably complain bitterly about bills, even when we deliver great results!

I call them ‘bikers’. Here’s why, and here’s why you should fire them, TODAY. It’s a great story, and a two minute read! But two minutes that you’ll remember for as long as you work with clients.

Six proven steps to creating raving fans

The only thing worse than being talked about is not being talked about. I think it was Oscar Wilde who said it. And how true this is in business, so long as that talk is all positive.

Positive word of mouth about you from existing clients is the most potent weapon to winning new work and influence. But if you stuff up, and that word of mouth is negative, the impact can be devastating. Here’s six proven steps to creating raving fans, and to ensuring detractors are few and far between.

If you meet a client’s expectations of performance, they will tell one other person about you and about being satisfied. Exceed their expectations and they will tell five others. Not meet their expectations and they will tell ten. Yes- ten! The consequences of poor performance are massive! So follow these Six Proven Steps To Creating Raving Fans.