Chris Cooke<\/a> Senior Consultant at i3Works<\/em><\/p>\n\n\n\n\n\n\n\nIt\u2019s a phrase that is often used \u2013 the importance of \u2018delighting the \ncustomer\u2019. But do we really understand what is meant by this and how do \nwe actually ensure the customer is kept at the centre of everything we \ndo? Follow these 3 simple steps to success!<\/p>\n\n\n\n
1.Listen to what the customer really wants \u2013 Too often we see \nconsultants deliver strategies, plans on a page, pretty infographics \nexplaining what the customer needs. Most often the customer actually \nwants the consultant to take a problem and solve it. Simply sit down \nwith the customer and listen to the actual issue, produce a set of light\n requirements that state what needs to be done, how it will be done and,\n most importantly, check the customer agrees!<\/p>\n\n\n\n
2. Keep the customer informed in the right way \u2013 Set the right \nconditions early with the customer; Do they want regular meetings? Would\n they prefer written or verbal updates? What is the customer\u2019s style of \ncommunication? (E.g. Email, presentation, phone call?) Keep engagement \nclear, concise and regular but find the balance with overstepping the \nmark \u2013 the customer should see you as a trusted advisor and not a \nnuisance.<\/p>\n\n\n\n
3. Deliver something tangible \u2013 At the end of the day, the customer \nwants something delivered. The easiest way to keep the customer happy is\n to deliver the requirement. Sounds simple doesn’t it? Yet so many times\n we deliver something the customer didn’t ask for! At the end of the day\n we are there to solve the customer\u2019s problem, make them look good and \nkeep them happy. A quick wash up session on a regular basis helps both \nyou and the customer to check in on how things are going and whether \nanything needs to change.<\/p>\n\n\n\n
In conclusion we need to talk to our customer more and understand what they truly want. Success is about listening, talking and delivering \u2013 sticking to these principles will bring a happy customer!<\/p>\n","protected":false},"excerpt":{"rendered":"
Follow these 3 simple steps to ensure success with the client. Author: Chris Cooke Senior Consultant at i3Works<\/p>\n","protected":false},"author":1,"featured_media":158,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[3],"tags":[],"class_list":["post-103","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles"],"_links":{"self":[{"href":"https:\/\/www.i3works.co.uk\/news\/wp-json\/wp\/v2\/posts\/103"}],"collection":[{"href":"https:\/\/www.i3works.co.uk\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.i3works.co.uk\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.i3works.co.uk\/news\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.i3works.co.uk\/news\/wp-json\/wp\/v2\/comments?post=103"}],"version-history":[{"count":3,"href":"https:\/\/www.i3works.co.uk\/news\/wp-json\/wp\/v2\/posts\/103\/revisions"}],"predecessor-version":[{"id":199,"href":"https:\/\/www.i3works.co.uk\/news\/wp-json\/wp\/v2\/posts\/103\/revisions\/199"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.i3works.co.uk\/news\/wp-json\/wp\/v2\/media\/158"}],"wp:attachment":[{"href":"https:\/\/www.i3works.co.uk\/news\/wp-json\/wp\/v2\/media?parent=103"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.i3works.co.uk\/news\/wp-json\/wp\/v2\/categories?post=103"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.i3works.co.uk\/news\/wp-json\/wp\/v2\/tags?post=103"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}