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Starting as an intern in Nexus, have made myself experienced differently on hand tricky experiences when dealing with clients. Just as you were about to close a deal with a final marketing plan for a client, he/she calls you up and says “What about this idea? Can’t it be included in the contract?” and it turns into another challenging torment.
So, what does it take to keep our team and the client’s requirement in sync? What are the tips that keep us moving forward? Let’s go through the top 5 exciting tips have been developed to associate with our role:
# Tip 1 Say No to Saying “No”
The word “no” has been erased quietly from our dictionary when with the role of client servicing. Yes, to be honest, we could not deny that some requests from clients seem unfair and unmanageable based on our hard work. So, stay firm and keep the company value. Sometimes, it is also possible to suggest alternative ideas and plans that work the best to the client’s needs.
# Tip 2 Over promise is a no-no, We manage expectations
We always strive extra kilometers driving all the way to meet our client to deliver our service. As client servicing executive, we go out there to complete client requests and assistance. If we are going to promise client requests, make sure it is within the expectations. When require more time to complete a project/task, make sure you should inform the earlier. It is part of practicing professionally and honoring the commitments is very important too.
# Tip 3 Are You There?
When the client needs you – are you there? Speed is the professional practice as to be time-sensitive always when client seeking for your assistance. Our team is always well aware on replying emails / WhatsApp within a short period of time. The tips are, you are there to assists and ultimately solve their problem as the key factors to build a strong long term relationship. It is always about the frequency of communication with quality of service.
# Tip 4 Fix Your Mistakes
Honesty is the key factor. No one is perfect, we always repair our mistake when something did not end up working. Saying “sorry” and apologizing is not a big deal. If you are not taking up the responsibility of your own mistakes, it is a quick way to lose clients while gaining bad business reputation. Nexus always works and practice with transparency value to craft on the high level of standards of us.
# Tip 5 BE the Client
Client service team is the frontliner of the company. We communicate between Nexus team and clients; we represent our client internally and have their best interests. Plans and solutions always being advised accordingly based on our expertise and knowledge, however, remember to listen what clients want. Understand the client and listen to their clarification. With a long run relationship, we will gain respect and strengthens the relationship.
Nexus has operated 12 years of business. With the success of today, one main reason is having all the support from our clients with a strong relationship that formed the circle of life between clients and Nexus. Great business comes with great relationships; great relationships come with trust!
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