Rounds – It’s all about Satisfying your Clients
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.
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
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:
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