Becoming a Trusted Partner
The success of any company hinges largely on strong client relationships. At M3T Corporation, exceptional client service constitutes a core value for the business, and we always aim to become a trusted partner of our clients, rather than viewing ourselves as a vendor. M3T has been able to differentiate ourselves from the competition through strong relationships, and our level of service and expertise is one of the very reasons our clients continue to work with us. The list below outlines what I believe it takes for companies to transition from a vendor consideration set to a trusted partner:
Be patient in building new relationships. As most of know and can attest strong healthy relationships take time to develop. It will take time in the beginning stage for some to give you the chance to build trust and it also will take time for workup that trust to a sustainable relationship. As they say, all good things take time.
Get to know their industry and company. A key part of any relationship is getting to know someone. The more we know about who or what we’re working with and supporting the better quality relationship we can have. If someone is just showing up and talking your ear off with things that are not relevant to what we do or do not makes things better or easier for us it’s just a waste of our time.
Go above and beyond. I know it sounds like a cliché but it holds a valuable stock. It’s not just a thought you put into action it is an actual action. If a customer needs a part today and they offer to meet you have a way on the highway you say I’ll go all the way to your site so they can keep working. You may even have to do some research on a product or solution that you know you may never provide for them but it may help them have a better experience with the products you do provide.
Treat every client as your most important one. Everyone knows and understands how busy everyone is and there are hundreds and thousands of customers that one company may be supporting but it is important to treat each request as important as the others. It may be just a response to an inquiry that it was received. Sometimes that’s all it takes for one to know and feel like they’re request is being worked.
Respond promptly. To continue the thought process from above as important is it is to make a response it is equally important as to the timing of that response. We all live in a fast-paced world and instant gratification is desired by some. So as soon as you can let someone know the status of anything the better. As mentioned earlier it is much better to respond, and respond promptly with some information than not respond for a week or better with no information.
Be more than an email address. The last and just as important trait in becoming a trusted partner is simply to get out and see the customers if and when possible. Even now with the latest business trends using video meetings that’s almost as good as face to face meetings. Not to say that email can’t grow and maintain a strong business relation it’s always better and makes for an even stronger relationship and when you can put a face and personality to the name.