These are the kinds of bonds that can’t be bought, or luckily, sold. You’ll need to put some time into cultivating a special relationship with your clients. Do this for all of your clients – not just the largest account or so-called “problem client” or the high-profile one on the list. You’ll find that when you set this precedent, it will make your actions more consistent and therefore more genuine.
Who wouldn’t appreciate a high-level of service regardless of the value of his or her account? Break out that trusty chisel yet again and carve out time for “client relations” in your process. This reduces the possibility of something this crucial being left to chance or a whim. Step outside the realm of your project or business relationship and really find ways to humanize the experience. You should note as part of each client’s profile what’s acceptable and what’s not when you’re trying to push past the business mold.
For example, if I client has strong opinions about not wanting his or hers birthday celebrated…then don’t commission a singing telegram or other over the top gesture that will be viewed as obnoxious, not endearing. Any gesture that you work into the relationship-building plan must respect the boundaries of your unique relationship. So tread cautiously!
Have you gone above and beyond for a client or has someone done something special for you, share your stories in the comments below!