This post is part of the One Goal Project to achieve exceptional performance at work. Learn more.
Clients come in many shapes and sizes. (source: fabiogis50)
Today is a great day! Today, we start working on a One Goal: to achieve exceptional performance in Client service. Throughout the month, I will be sharing weekly goals, relevant info, and tips and tricks to help us focus and achieve this goal.
What is a Client?
A “Client” is…
- a partner
- someone with whom I have an intimate relationship
- in it with me for the long haul
- someone with whom I co-invent the future
- a person in whose outcomes I have a big personal stake
- someone with whom I have an emotional bond
- someone with whom I can’t work with if trust is not paramount
- a fellow professional, like me, who wrestles with intractable problems
- the source of my reputation (for better or for worse)
- my #1 word of mouth marketer
- someone who grows with me
- someone who loses when I lose
- someone who wins when I win
Start now. Use the word Client [yes, that's intentionally with a capital "C"]. Period and forevermore. Words matter.
The Client pays the bills.
The Client says you’re reliable, trustworthy. (Or…not.)
(The above is taken from The Professional Service Firm50 by Tom Peters.)
Does that make you uncomfortable? Good! Get used to being uncomfortable. The process of identifying and finding the best ways to work with Clients can be an uncomfortable, but critical, process.
At Quicken Loans we have an ISM (or saying): “Every Client, Every Time, No Exceptions, No Excuses.”
- Clients are the reason we exist.
- Clients pay the bills.
- Clients push us to be better (and vice-versa).
- We are only as good as the Clients that push us the hardest.
- And Clients are the way we grow.
SIMPLE STEP #1: Make a Client list THIS WEEKEND!
To Do:
- Make a list (paper, Google doc, whatever!) of every person you are accountable to, every person who can direct the work that you do, and every person who reviews your work.
- It’s better to have more people on this list than fewer.
Examples may include your immediate “boss”, business unit leaders, executives at your company, the Clients of your company, etc.
Once complete, take a few minutes to review your list. Remember, as Tom Peters says…
YOU ARE YOUR CLIENTS!
See also: