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Multiple
Rounds – It’s all about Satisfying your Clients
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I work as a Senior Manager; Business
Development with a Mumbai based English language solutions company. I
wish to share my personal experience of good client servicing with
everyone. Client servicing is the heart and soul of any company. A
company ought to have a strong client servicing team if it intends to stay
in the market for a longer duration. |
A few months ago, one of our regular clients asked us if we could help
them with the designing of their books. We had never dealt with such an
inquiry before, however; we didn’t want to annoy the client by rejecting
it forthright. We got in touch with an ad agency - for obvious reasons, I
am going to call them as ABC Pvt. Ltd.; they readily agreed to help us
out. They are one of the most positive people I have seen in my life.
Pricing was a concern for our client so we had to negotiate the rates with
ABC – to our surprise they obliged. This was the first step towards
winning out TRUST.
Being the first project, back and forth was expected but not even once did
they crib about it. Personally, I was getting a bit hyper but they were as
cool as a cucumber. Finally, the design was ready and sent to the client.
After 25 days, the client came back with some more changes to the content
-we had to reshuffle some sections and figures had to be changed. This
obviously was not expected but ABC agreed to make the changes. I don’t
even remember how many times we had to rework on the design. Not even once
have they asked us about their payment.
The best part was yet to come – they made the final changes and
sent it to me. I was just about to send it to the client when I got a call
from the designer. He said ‘Akki, can you please hold on to it. We are not
happy with the cover page and have created three different options for the
client. Can you please ask them to take a look at these three options as
well?’ I was completely zapped – here is a company that is not only making
the suggested changes but going a step ahead and excelling at their own
creation. He also mentioned that if the client has some more changes they
would be happy to make those changes.
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One thing that I learnt from this agency is that they believe in
working on a particular project until the client is satisfied. The point I
wish to make here is that we all are striving hard to satisfy our clients
but I guess we should go one step ahead and make them happy by working on
a particular request until the client is completely satisfied.
All I want to say is that the next time we face such a situation let’s not
crib about it; instead we should put ourselves in the clients position and
work on it until the client is satisfied. After all we are here to satisfy
our clients! Aren’t we? All the best!
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Contributed By : Akki
Masurekar was born in 1979 and has been a resident of Mumbai ever
since. After having spent over 5 years in a corporate environment, he
decided to take a break—not from work but from his mechanical thinking—and
indulge his long-standing interest in writing. This is his second article.
He has plans of getting his short stories, and other articles published
soon in the coming future.
E-mail: akshayem@gmail.com
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