Sep
How We Keep Clients Happy – A Husband and Wife Tag Team
Alongside the challenging project for my job recently, at Kinetiva we’ve also been working with several challenging clients who’ve been keeping us on our toes.
[Quick update on the challenging project: Only a few more weeks to go (4.5 to be precise) and the previously difficult client is transformed. Chit chat, suggesting dinner together and a bit of a fan...just keeping my fingers crossed that it stays that way.]
On the client front, we’ve battled through red herrings and changed minds left, right and centre every other day to help the lovely Jules re-design her new blog. She said this about working with us…
When he heard that I was re-designing my website a friend of mine, a retired Saatchi and Saatchi Creative Director, told me that I was sure to be the client from hell because, “You have no idea what you want.” And as Jonathan Woodward from Kinetiva was about to find out, I really didn’t.
I threw him a few red herrings to start with then performed a complete U-turn half way through AND still there he was: kind, patient, creatively trying to read the slings and arrows of my unmade-up mind.
Not once did Jonathan resort to patronizing one upmanship with computer speak just patiently sent out easy to understand emails, rapidly replying to my confused questions, holding my hand “virtually”, all the way.
Both Lea and Jonathan were/are delightful to work with, providing excellent quality work for a very reasonable sum – you get your money’s worth and then some – and made what could have been a deeply painful experience akin to pulling teeth in fact rather fun and easy.
JulesRitter.com (the client from hell)
So how do we overcome the challenging clients and still get testimonials like that?
We operate as a sort of husband and wife tag team…if you know us, you’ll know that we’re essentially very different personalities. I’m more aggressive and dominating, he’s more gentle and far less aggressive (in fact you wouldn’t ever use the term aggressive to describe him). It actually makes for a great combination when dealing with customers and clients.
Nervous, anxious, unhappy or stressed out client? Send in the good cop (Jonathan, in case you wondered!!). Misbehaving, aggressive or rude client? Send in the bad cop to sort them out and get them back on track.
Without wanting to blow our own trumpets too much (it has taken us quite a while to get ourselves into the “right” roles in our own business), it’s a great tactic that works very well with clients and ensures our client relationship management processes function smoothly and provide a positive experience all round.
It’s an important lesson that we’ve learned – and that I think many small (and large) businesses need to learn: Leverage your people and make sure you get them in the right roles, playing to their strengths.
I like what you guys are doing. Much like yourself and Jonathan, my wife and I work in professional services, while working on a startup business at the same time. My wife has actually resigned to be able to put some more time into the business. Soon, I will escape the cubicle too… This is a great blog, I will be sure to follow it.
Thanks Brandan – can you share what your start up business is about or is it a secret? I definitely think spending as much time (full time if possible) is vital for a start up…good luck with your escape!