My first opportunity to meet our clients face-to-face was at a national convention earlier this year. Represented at this gathering were software development firms, including offshore and outsourcing development companies, and many different professional organizations.
At this conference, I was a part of something that I have never seen before. For four days, there were 8-10 customers each day that came by our booth to hug our employees. They would not shake hands or verbally convey their appreciation – I’m talking about the family Christmas dinner hug – for two of our key technical people. These folks were very, very appreciative of the quality of our work and personal details we provide on a day-in day-out basis.
I came across this article and these are a few things that I felt conveyed the cornerstones of our success here at CodePartners. This is not from my perspective, but rather from those glowing reviews that I saw and heard during that convention earlier this year.
Four Ways to Exceed Clients’ Expectations
Pleasing clients is a no-brainer in any economy. Exceeding client expectations in a bad economy can make the difference in whether or not you win the next job. Use these four tips to go above and beyond and win clients for life:
- Beat the deadline. Getting work done ahead of time gives the client flexibility and demonstrates that you are efficient and customer-focused. When agreeing to a deadline, choose one you know you can beat.
- Ask proactive questions. Clients appreciate it when you act as a thought partner and demonstrate your concern for the process and its result.
- Know when to defer. Deference is important but too much of it positions you as hired help. Inspire confidence by acting collegial and proving yourself to be a competent expert, not a lackey.
- Give feedback. Every process can be improved, and you are in a unique position to provide feedback. If the circumstances are right, tactfully give thoughtful and constructive criticism.
- David McKee, Business Development
Source: DeMaio, Steven. “Four Ways to Exceed Clients’ Expectations.” HarvardBusiness.org. April 8, 2009. http://blogs.harvardbusiness.org/demaio/2009/04/how-to-exceed-clients-expectat.html
