Yesterday, I discussed how Comcast reassured customers about service compliants by addressing them directly in their commercials. Mel Lester, in his E-quip Blog, tells the story of how his service firm lost a top client, even though they'd just saved the client $20 million. Read his blog post here.
How so? It wasn't due to technical mistakes or cost overruns. They were fired because of the way they dealt with the client: unreturned phone calls, negative comments about the project location, and perceived apathy from the project manager.
Mel gives some tips on how to deal with the "little things" that can be a big deal to the client:
1) Make a list of all of your direct and indirect contact with your clients.
2) Determine how well these encounters go over, and determine where employees need to improve.
3) Get feedback from the client, beginning with the first encounter.
4) Include the client experience at all of your in-house project meetings.
5) Be on the lookout for signals from the client.