My philosophy of how I treat my clients

We’re all in business because of our clients – if it wasn’t for them we’d have no orders and therefore no business.

Client interaction has always fascinated me, its something I’ve studied since I started my web design & online marketing business over 10 years ago.

Originally there were three directors at Optix. We formed quite a nice triangle of skills – James had the design ability, Dave had the development background and I was ‘the mouth’ that went out shouting about how great ‘I thought’ we were :). So I have spent the majority of my career since then interacting and engaging with thousands of people, hundreds of which have become clients (and I thank them for that)

So how do you treat your clients? Here’s what I do:

1). I try my utmost to understand what their needs and challenges are from the beginning – thats far more important than telling them what we do.

2). I learn about their business. I want to understand where they’ve come from and where they are trying to get to.

3). I learn about them as a person. Where possible I try and find out about their family/friends and interests. This gives us more to talk about and more to build a relationship on.

4). I work out which of our services would help them get to where they are aiming to go (remember point 1? :)).

5). I never sell something I don’t truly believe will help them on their journey.

6). I’m always looking out for opportunities to refer in other people I know to them where I see that value can be added.

7). I’m also looking for opportunities for the client to connect with other people I know.

8). I see every client relationship as a long term partnership. I know that if they are successful then I will be successful – this drives everything I do.

9). I care deeply about every client – if they are unhappy, I am unhappy and will go to every length to make sure balance is restored.

10). I don’t do 9-5 – If someone needs me, they will get me.

11). If we mess up, I own up.

Oh and here’s one from Chris Brogan (A legend in the Social Media world):

Make your customers feel special – treat them with the ‘guest experience’ – I love this and am working hard on this in 2010

Without clients (partners), my business doesn’t exist and nor does yours. So how do you treat yours?

5 Comments

  1. Robin Dickinson on 4th June 2010 at 10:04 am

    Nice one, Banksy.

    I treat clients like my sales-team, doing whatever I can to make there lives a dream come true.

    Easy to say.

    Harder to implement.

    Very profitable, long-term strategy.

    Best, Robin 🙂

    • Banksy on 4th June 2010 at 1:38 pm

      Love it Robin 🙂 Any specific tips on how you can do that? Presumably making it easy for them to pass your message on would be a focus?

      • Robin Dickinson on 5th June 2010 at 7:47 am

        Everything I do is focused on equipping and motivating customers to recommend my services to their circle of influence.

        It’s a complete and comprehensive strategy that starts with delivering overwhelming value followed-up by the timely delivery of increasingly relevant service and support throughout the long-term relationship.

        Best, Robin 🙂

  2. Nicky Marshall on 4th June 2010 at 10:57 am

    Great post – it’s alway good to remind ourselves why we do what we do and passing on a good feeling always helps the day go with a swing!

    Nicky x

    • Banksy on 4th June 2010 at 1:37 pm

      Thank you for stopping by and commenting Nicky – I really appreciate it. Love the idea of the Witches Brew – Will have to pop in when Im next in Bristol, it sounds fun 🙂

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