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Some Simple Client Expectations

In every business there are certain expectations that have to be met.  Expectations such as having a profitable business; quality products and or services; dedicated teams; accessible locations or sites; ethical conduct, etc.  The list can be at times quite extensive. All the expectations are very important to insure that the business is well received in the community and is achieving what the business owner desired at its inception.  

Clients also have expectations.  Expectations that will determine whether or not each remains and grows the business relationship; or, departs for competitors to obtain what they are lacking from the current association.  Here are 7 key expectations that are vital in meeting client demands and insuring that your business is well on its way to being the business of choice in the marketplace.

1)  Clients expect credible information always.  When questions are asked or details are needed, clients need and should receive the absolute truth.  Nothing should be withheld or minimized that would impact any level of decision that the client could be asked to make.  By providing credible information each and every interaction, the business builds absolute rapport and trust.

2)  Clients expect business flexibility and understanding.  Not demanding that illegal or inappropriate actions be taken for their benefit; clients do need business flexibility to personally engage with a business; and , to utilize services and or products on their terms. Each client views their worth as critically important for the business operation’s success and expect the business to at least sincerely act as if thought is credible.  By meeting clients on their terms and altering business operations as much as possible to accommodate clients demands and needs, the business increases its perceived value.

3)  Clients expect business to utilize new age technology. It is not surprising to see pre-schoolers to seniors utilizing technology.  Whether that be viewing various apps to deal with everything from gaming to banking to getting the best insight on where to find the lowest prices on grocery items; or, interacting with others by messaging or tweeting about a great restaurant meal, technology is part of our business and personal lives.  In today’s business environment, it is vitally important that technology be utilized to advance the value statement with clients.  Not that technology will fully replace personal face-to-face interaction; but, by making it easy for clients to engage in business activities with a particular company, that company stands to be in line to win the heart and soul of its clients.  In today’s business world, quickness to the market can be the deciding difference between success and shortfall.  Using technology to help clients meet you in a virtual 24/7 environment will clearly set you in a competitive posture in the marketplace. 

4)  Clients expect choices.  Providing settings where clients have alternatives in dealing with their particular needs provides an excellent format for dialogue to grow.  Businesses that never limit choices to only one option are those who often find that their relationship factor with clients seems to outpace the competition.  Though some choices are clearly not beneficial, having the option to choose enables the client to maintain some level of control in their relationship with the business.

5)  Clients expect clear communication.   When interacting with clients, always deliver messages that are first, vital and relevant to the client.  Second, discipline your professional persona to guarantee each message you deliver is factual; and, projects concise data that enhances your credibility and bolsters the client’s relationship with your business.  Saying what you must in a manner that is clear and understandable, will demonstrate your care and dedication to client needs and your standing in the business community.

6)  Clients expect a partnership.  Each client is different and your interaction will demand anything but a “one size fits all” process.  When a business can project a reality that mutual respect and the utmost trust exists between it and the client, that business will surely succeed.  When the effort is made to solidify the partnership, a strong foundation is formed.  Where a strong foundation exists between a business and its clients, there is virtually no limit to what might be possible in client growth and retention.  By providing the expertise the client needs regarding making decisions on products and services, the business insures that it is working for a win-win result.

7)  Clients expect a business to evolve.  Things change constantly.  Clients thrive on safety in their relationships because change can be disheartening.  However, clients also want businesses who they frequent to present new ideas and products that may enhance their daily lives or positively alter their circumstances. For a business to not be looking to improve their overall business offerings and operational profile might result in clients failing to obtain the best value for their money.  By staying alert to the new innovations that can benefit their clients, businesses race to the competitive top in today’s demanding marketplace.

Understanding what clients need and then being able to provide for those needs will insure that a business becomes an added-value for the clients it represents. While this is not an easy task to master, the above seven steps can help better direct your focus.

Make a difference in the lives of your clients by exceeding expectations and positioning your business as the credible choice in your market.

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Energy Leadership and You

This month, we’ll discuss the last of the Big 4 energy blocks. If you’re not achieving what you want to, it’s most likely one of these four that’s keeping you stuck. In the past few issues, we looked at limiting beliefs - things that you accept about life, about yourself, about your world, or about the people in it, that limit you in some way; assumptions – expectations that, because something has happened in the past, it will happen again; and interpretations – opinions and judgments that you create about an event, situation, person, or experience and believe to be true.  

It is now time to examine the last, but certainly not the least, of the big four energy blocks. The final block we’ll talk about - the gremlin - is the most difficult to overcome, because it’s the most personal and holds the most energy.  

This barrier is the gremlin within every one of us: the inner critic. You know that little voice in your head? That voice that tells you not to try, never to take a risk, always to take the safe road, and to compromise your life by playing small? That’s your gremlin, and the message from your gremlin’s warnings is that you’re just not good enough to reach the summit of success. 

Regardless of any evidence to the contrary, the gremlin’s annoying voice continues to whisper: “It ain’t gonna happen.” This debilitating message bubbles up in many forms: “I’m not smart enough, experienced enough, and attractive enough.” It all comes back to a simple and quite vicious block: “I’m just not good enough to cut it.” 

Your gremlin is highly personal. It is rooted deeply inside you and carries the most intense emotional charge of any of the blocks we’ve explored. Your gremlin thrives on fear. When you hear its whispers, your motivation to try withers. You dread failing, feeling pain, and being embarrassed. You can even be scared of succeeding if the gremlin convinces you that you’ll fail eventually. 

So what are some typical gremlins statements? Do you hear any of these statements from your own inner critic? 

I’m not effective.

Who am I kidding, here?

I’m not smart enough to really do this job right. 

I don’t have enough experience.

I don’t deserve great success.

They are going to find out I am a phony.

Being aware of your gremlin is the first step towards lessening its power. Once you realize that your gremlin exists, give it an identity. Name it – and then, if you’d like, make it even more real by drawing it, sculpting it, or seeing it in your mind – whatever works for you. In doing this, you discover that the gremlin is only a part of who you are, not your whole identity. By seeing it in objective terms, you sap some of its strength. Gremlin work can be quite involved and is most effective when you are guided by a certified professional coach. 

The Big 4 hold you back from living the life you desire and prevent you from making conscious choices. The Energy Leadership process will allow you to examine the energy blocks in your own life that are holding you back from reaching your unlimited potential. If you’d like more of an explanation of Energy Leadership coaching, read Bruce D Schneider’s bestselling book, Energy Leadership.  Contact Herman directly and find out how to get your copy. 

For more information on how Energy Leadership can help you achieve the potential that has not yet been reached, contact us at: herman@thinkbigcoachingandtraining.com; call us at 304-839-5101; or, sign up for our breakthrough session on our website: https://thinkbig-coaching-training.coachesconsole.com

BIZ Bits

Great article on retirement facts: http://www.cbsnews.com/news/more-people-are-delaying-social-security-benefits/

Operating your business :http://www.entrepreneur.com/article/232966#

Leadership moment:http://www.greatleadershipbydan.com/2014/04/the-obligation-to-dissent.html

 Herman Dixon / 304-839-5101 / herman@thinkbigcoachingandtraining.com / https://thinkbig-coaching-training.coachesconsole.com