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.