Our last post was about relationships so we figured we’d stay on the same track for this post. The latest news we’ve read states that there are over 1.35 billion monthly active users on Facebook. And if you look up any of those users or any of your friends that may be on FB you’ll quickly see that most list their relationship status. The status gives you a snapshot of what’s going on in that persons life… Married, In a Relationship, It’s Complicated, Single, etc. They’re happy to let their friends and the world know their current status. When it comes to business dealings your customers (internal and external), they will let their friends and the world know their status as well. As an employee, manager or leader, you should also know the status between you and your customers. Take some time during the holiday season to evaluate your status and decide what you need to do in order to maintain that status or change it. Here are a few statuses to look at.
- Married (3% to 5%) – For this blog’s sake, we’ll make the assumption that married is “happily married”. This is the best relationship status. You and your customer are one. You support each other. This customer is your advocate. The customer has no other relationships. You’re it. Don’t take this relationship for granted. Spend quality time with this customer. Buy him roses (this is a metaphor, for gift card or thank you note). Take him to lunch. Give him your absolute best.
- In a Relationship (5% to 10%) – This is the customer that has 4 or more services with you. You know her well. If this customer has a need, she comes to you first. She may not be an advocate yet, but she will speak well of you when asked. However, even though you have a relationship, she may do business with your competitors from time to time. But then again, you’re not married! This is a customer you should take to the next step. Round out all business with this customer. Find out who else she is doing business with and work towards being exclusive. Send business to where she works. That might be the ring she was looking for.
- It’s Complicated (60%)– On again, off again. Sometimes things are going well with the customer and sometimes they’re not. Maybe he’s just a little too high maintenance. Maybe he’s a taker by always squeezing you for a better deal. Maybe you’re creating the complication by lack of attention and remarkable service. Either way, something needs to change in this relationship. You can dump him or you can make changes to how you contribute to the relationship. One thing is certain, complicated relationships will take their toll on you, the customer, your company and the employees around you.
- Single (25%) – Some people want to stay single. They don’t want a relationship. They’ll go with whoever gives the best price or offers the most freebies. However, the majority of people are looking for something more. They’re looking for someone who actually cares. Someone who has their best interest in mind. They also want you and your company to do well. It’s a relationship. Show this customer how you and your company can make a difference in his or her life. Just remember, if you want a commitment, average or good just won’t cut it. You must be remarkable in how you serve this customer.
Certain percentages of customer and employees, listed above, will fall into each status. Move 50% or more into the “Married” and “In a Relationship” status and you’ll find yourself in the top 3% of all employees and companies. Also, keep in mind that you also have internal customers. If you’re a manager or leader you have employees. Your status with those in your company will have a direct impact on your status with those outside your company. People can sense and sometimes easily see when a marriage is on the rocks, a relationship is in disarray or if there are complications within. Upgrade your internal status and it will positively impact external.
