CLIENT EXPERIENCE 2.0 In ActionBlog for Entrepreneurs & Small Business Owners
Welcome to the CLIENT EXPERIENCE 2.0 In Action Blog for Entrepreneurs & Small Business Owners
Ever sell to a business buyer who is also in a sales role? Or one who manages people? These CLIENT EXPERIENCES lend themselves to all sorts of ways to add value and to differentiate yourself, but only if you see them through The CLIENT EXPERIENCE 2.0 Lens.
Have you ever been in a situation where the contact you have a relationship with wants to hire you, but he/she is not in a position to do so directly? I’ve been in this situation myself many times. And it presents many opportunities to add value and differentiate – but only if you see it through The CLIENT EXPERIENCE 2.0 Lens.
Selling to or servicing a business buyer (someone who purchases products or services as part of their job or role in their company)? Ahhh, then your job is chock full of opportunities to add value and differentiate yourself in the process by helping them with their agenda, which by the way, may have little to do with the ‘thing’ you are being hired to do.
You got the mandate (or the file), congratulations! You likely think you’re at the table because of the relationship you have built with your client and the skills that you bring to their business challenge or opportunity. You’re partly right. There’s more to it though. And guess what? The other part has nothing to do with you!
Ever heard the expression “Don’t Assume: It Makes an ‘ass’ out of ‘u’ and ‘me’? Well, it couldn’t be more true in building relationships, with anyone. One of the biggest tenants in the CLIENT EXPERIENCE 2.0 Methodology is this: Lead with the client’s agenda, and then (and only then) align it with yours. But one of the biggest mistakes we make when putting the client’s agenda first, is to assume that we know what that agenda is.