Face to Face

Facing the Music: Seeking the Truth about Lost Connections

by Tony DiLeonardi

I encourage you to analyze your client relationships, specifically the most challenging ones that drain you.  It is those relationships-the ones where connection is missing or showing signs of strain―that you need to focus on repairing before you lose the client's confidence and ultimately their business. However, before you spend time trying to repair the relationship, you need to give serious consideration to the following questions:

1. Why did you lose that connection? Until you fully understand the reasons why the relationship is struggling, any attempt to repair it may be futile or potentially more damaging.

2. Ask yourself, "What could I have done differently?" By humbling ourselves and understanding the active role we must play in each relationship, the better chance we have of not repeating our mistakes.  Plus, this exercise also reminds us of the ageless concept about the customer always being right.

As you apply the above concepts to your struggling client relationships, start thinking about ways to create connection. The challenge here is that in today's marketplace, yesterday's strategies no longer apply.  Stay tuned. 

Next, we'll begin examining four demographic trends that have changed the rules for success and how you should consider adjusting your business accordingly.