On Retaining Clients

The customer is not always right.

That would assume that all people are rational. And, from mere observation, you can see how irrational the world is.

The customer is right a lot, but here’s one scenario as a business person that should be handled with truth more than nostalgic rhetoric: When you have results and have delivered then don’t let a misperception sell you otherwise. A customer can sell your their misperception that you did an awful job. You can buy that or challenge it.

Challenging the customer in a professional, leading manner is the way to win. This means you have conviction about your value and you know how to articulate your value.

State the facts. Show the ROI. Believe for yourself. Communicate clearly. And don’t be afraid.

When business gets messy or unclear, it’s critical, if you want to win and keep clients, that you lead with clarity, conviction and the truth.

Now, if you did do something wrong, be clear and honest about that as well along with what you are committed to doing to make wrongs right.

Please make the world a little saner and better by leading well.

Published by Don Dalrymple

I partner with founders and entrepreneurs in startup businesses. I write and consult on strategy, systems, team building and growing revenue.

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