All I can say is Wow! Thanks, as usual for treating us to your insights and acquired knowledge. That article from Jeffrey Gitomer was excellent! So good, in fact, I just tweeted it!

I think your comments underscored that we as business people need to think outside our normal zone of reference. During times where we aren’t as busy as we usually are, what a great time to try something new and different to wow our customers. I like that!!

Thanks Dave for adding a great component to the conversation!

@michaelmccurry

Since the economy started tanking last year, my advice to many is to put most of your focus on retention not on attraction. When times are tough, what was once a loyal client, can be gone in a heart beat. You need a loyal/consistent customer base to help refer new business to you. Loyalty becomes a reputation for successful companies, but loyalty is often more based on the person(s) handling an account more than the company under contract.

I read a great column from one of my favorite author/speaker Jeffrey Gitomer today on customer service – http://tinyurl.com/nozpwd In this article, he recommends offering to work in your client’s office for a day. What an easy, game-changing idea!

In our industry, many people will think of exceptional customer service examples where a planner is putting out fires…reacting to every crisis. While there is much to be said about visible problem solving skills, there is more to be said about planning so well you don’t need to put out fires in the first place.

YES, you are absolutely right. Our clients don’t just represent companies, they are human beings with needs and styles of doing things. We need to embrace those subtle characteristics that distinguish them from others and adapt our approach to communicating with them!

One size definitely does not fit all!!

Thanks for contributing to the discussion.

@michaelmccurry

Great point Brian… while we may not always be in total agreement with our customers on issues that arise, we need to respect their perspective and find a way to respond productively, exercising compassion.

Thanks for adding to the discussion.

@michaelmccurry

To think that the same service works for all customers just doesn’t work. I call my company a boutique firm because to me, that signifies a focused and customized service for the client. Think about when you go to a boutique shop or even boutique hotel. It’s not cookie cutter and its tailored to the client’s needs.

We should all be thinking about our clients as individuals and not as companies. We work hands on with people to make their meetings and events happen. I have worked with many different clients who have very different demands, and not just from the corporate requirement standpoint. Each of the people I work with in those companies has a personality and business ethic of their own which is what we need to cater to. When you are dealing in service, one size does not fit all.

-Eli

Instead, it’s our goal to recognize that the client has a goal to accomplish and that if you’re lucky, they’ve asked you to help them.

At a company previous to BusyEvent, we recognized that while the customer may not always be right, the goal is to make sure they stay being a customer. That helped me then and it helps me today.

You are so right Carey… looking at each customer individually is the key to taking relationships to the next level..

Thanks for calling that out and I look forward to seeing the cream rise to the top!

@michaelmccurry

you hit the nail on the head… so true… we must get to know our customers… deeply.

thanks for your comments and look forward to seeing how others weigh in on this subject!

@michaelmccurry

Great discussion, Mike!

Carey