One of the keys to a well-managed business is providing client-orientated services, which basically means satisfying clients needs, pre-empting them, and, if this is not possible, being sufficiently flexible to satisfy them.
It is true that the client-orientated service concept is much more involved than this, but it could be summed up as ensuring that all a company’s activities revolve around the client. If the company succeeds in doing this, it will fulfil clients’ expectations and satisfy their needs, and therefore reinforce their loyalty, no?
With today’s market being as saturated and competitive as it is, any client will expect that his or her needs will be fully satisfied, at the very least, so client satisfaction is not a differentiating factor in the loyalty building process.
How can this be achieved then? There is not any magic formula, but it can indeed be achieved through the sum of different actions keyed to showing clients that all that is being done by the company is being done with them in mind. Flexibility, confidence, experience and, above all, commitment are just some of the factors that we should not only develop, but also transmit.
The client is the king (or queen), and hence clients should feel that they are being treated as such. We also should not forget a very important point: the king (or queen) always deserves his or her crown.
I will leave you with a scene from the film Five Easy Pieces, starring Jack Nicholson, which I believe is a true reflection of the aforementioned concept.
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