I have worked with a very diverse group of customers during my years in the IT community. From the Big-5 banks to blood banks, and from born-in-the-cloud clients to [REDACTED], I have participated in some amazing and divergent projects. And although the scope and scale varies dramatically between startup engagements to those pertaining to national security, one thing doesn’t change: people are people.
Huh? Yeah, sorry...very basic, I know. But if that’s the case, why do so many people not know how to effectively engage with other people? Stay with me here…
In my IT tenure, I have been consistently successful in my various sales related roles. Call it Client Director, Account Executive, or Product Specialist...I treated my roles the same: client-centric! I own the responsibility of delivering a positive experience to my clients, and adding value beyond just collecting a PO. I fight for their cause, and work to encourage project success. My client’s problems are my problems. These are the reasons my clients like to work with me. (I know this because they take the time to tell me...best feeling ever!)
Sounds simple doesn’t it? So why does the sales process break down so often for so many? Partly because the ”Vendor” sets counter-intuitive sales goals (sell this much, push that product), partly because some people are solely coin-operated, and partly because of rigid corporate processes ("No. You can't sell it that way."). But none are an excuse for a bad customer experience - since without customers, business fails! Yet bad customer experiences happen every day.
Strive not to be a success, but rather to be of value.
~ Albert Einstein
Client Led Selling is a simple premise: Just think of yourself as the client. How do YOU want to buy? How do YOU expect to be treated?
Me personally? I’m a difficult client:
- I don’t like long term commitments
- I want to deal with attentive (but not pushy), and knowledgeable people who work hard to understand my problems and correctly tell me what I need...with options
- I want to choose my solutions, and don’t want a “bundle of services” forced upon me
- I want to try before I buy
- I want details, details, details
- I want them to be there for me when I just need some quick guidance
- I hate when they pretend to be the expert when they don’t know s**t
So yeah, I’m not an easy client. Any of the above could cause me to drop a service or walk away from a purchase without a second thought. But when someone nails it, I’m as loyal as I can be. Thankfully, most of my clients are far more lenient than I am!
...but maybe they shouldn’t be?
Client Led Selling puts the customer first. Demanding a better experience, with less lock-in, simpler rules-of-engagement, and flexible contractual arrangements. Client Led Selling ensures consistent and sustained value is delivered to the customer, every time.
A customer is the most important visitor on our premises, he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so.
~ Mahatma Gandhi
At Arctiq, we make it easy for our clients to do business with us. We live Client Led Selling every day. Our engagements are focused on delivering sustained value, through architecting small, easy to consume work packages. We provide integrated project management and reporting. We provide solutions based on proven blueprints of success. We do the little things great. We do the big things even better! (Hint: Client Led Selling is one of the big things)
And, most importantly, we are people! Fun, real, people who like to be treated just like you do. So take the first step and see what I’m talking about.
And while you're here, register for our upcoming Containers are Brewing event on June 23rd in downtown Toronto, where we will provide some modern technology transformation education and throw a great party at Batch.