Over the years, I have found the following client relationship principles helpful:
1) Love your client. Be their partner. Care about what they care about. Be empathetic to their situation and challenges. Forgive their peculiarities. Learn their business.
2) Add value at every opportunity. Constantly look for ways to add additional value. Actively try to make your work better, to increase the value of the work you do for them.
3) Maintain your integrity. Client service in no place for sycophants. If you disagree, say so. Do it professionally and politely, and provide rationale for your POV. Don’t give them the answer they want to hear, if it’s the wrong answer, or if there is a better answer.
4) Find reasons to visit them. A client relationship is solidified with face-to-face interactions. Have meetings, make presentations, walk the halls. Demonstrate your commitment through participation. Client relationship principles are high touch.
5) Enjoy yourself. Have fun. Bring passion to the job. Make interacting a pleasant experience. Don’t take yourself too seriously, don’t lose track of the fact, “It’s just _____.”
Regardless of your business or level, if you sell a service, these client relationship principles will keep you focused on what’s important for your customers. The rest is just details.
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