A story that you can identify with and learn from!

 
I had an interesting conversation with a friend with whom I exchange professional advice and guidance on occasion. He was telling me about a situation he observed when an account manager was aggravated when the customer didn’t understand all the work necessary to meet a deadline. I think he could hear my jaw hit the desk over the phone. I was simply astounded!
 
Now, I’ve been in customer care and business development for a number of years and my friend has been on the client side for a number of years but we both couldn’t understand why the account manager didn’t see the issue. Simply put, THE CUSTOMER DOESN’T CARE ABOUT YOUR PROCESS. The customer wants you to dazzle them with the execution, stay on budget, meet the deadline and make them look good. Since you’ve sold them on the idea that your company can do the job (…because of your process, experience and testimonials), the only thing remaining for the client is their self-interest. I’m not trying to burst anyone’s bubble but just take a step back and see yourself in the situation. How frustrated would you be if your account manager harped on the process delays, inordinate tasks and other client work that takes precedent over your project? What would be going through your mind? Frustration would be high to say the least and you would certainly be rethinking your relationship with this company. That would be your company, remember?
 
We all experience those times where problems pop up all over the place whether it’s people, resources, money or time but it’s most important, no matter how friendly your relationship is with a client, to catch yourself before utter a word of these issues. It’s not realistic, practical or even necessary that the client accepts, respects or understands the process. Procedures are internal tools that allow your company to manage workflow and produce an end product. The client interacts with your process by providing information and approvals along the way. At times, companies find themselves in a trap where the process dictates every action and interaction. A reasonable approach would be the process whereby 70% of the steps are standard across every client and situation but the remaining 30% is customized based on special circumstances or fast tracking. Regardless, the process details are not a major concern for the client.
 
The only thing they need to understand is that your company is THE company to fulfill their needs because you provide superior customer service, quality products/services and are a thought leader or cutting edge designer or [insert your favorite superlative here] in your industry that will make them more successful in their career and bring their company more business. PERIOD.