How to build enduring client relationships.
Someone asked me the other day how we manage to build such strong and enduring relationships with our clients, often spanning over more than a decade. It is not so easy to answer that question, as there are many factors at play, of which interpersonal chemistry no doubt is a major one, as well as our signature approach of putting people before processes. After all, business is all about people.
However, besides the chemistry and our primary focus on people, there are four other defining factors:
Understanding your world is crucial for us to add value to your business. We begin by conducting a thorough intake process to grasp your business ecosystem. This includes exploring your organization’s purpose, values, goals, strategy, structure, and people. Through interviews with your leaders, staff, and often customers, we gain insights into your organization’s dynamics, culture, market landscape, and key challenges. Learn more about our detailed five-step intake approach here.
Commitment starts by aligning your people with the core of your purpose, values, goals, strategy, and organization. We delve deeply during our interventions, which may be challenging initially but ultimately brings clarity and focus to all involved. Commitment also means going the extra mile when necessary to ensure results. Throughout our assignments, we are available 24/7 to support your change and improvement goals—we never clock out.
The aspect of honesty is often the most challenging. Honesty demands realism and clarity—we always call a spade a spade. We prioritize sustainable solutions over the easiest or most comfortable ones, even if it means disagreeing with a client’s preferred approach. While most clients appreciate our straightforwardness, some struggle when we advise differently. Occasionally, this has led to decisions not to proceed with a project. However, we prioritize honesty and clarity over retaining business, which in most cases strengthens our long-term client relationships.
Clients often have expressed appreciation for our modesty. One of our core principles is avoiding the spotlight and minimizing visibility whenever possible. Any eventual change or improvement should be credited to you and your team. We step back once the job is complete. Success belongs to you, not us.
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