how to be a sticky company
DESCRIPTION
There are several key things that will make clients want to stick with you long-term. Here I explain who each of these things, if addressed during the business relationship, will result in happier clients, and longer business relationships.TRANSCRIPT
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How To Be A Sticky Company
Making Your Clients Love You
by Jon Pederson
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How To Be A Sticky Company
Perform…
Comply…
Compete…
Preempt…
Caution…
Promise…
Doing what's expected
Let others win (occasionally) Don't stop being the best Do it before they do Say what needs to be said Be committed/responsible
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How To Be A Sticky Company
Perform:verb
I have my duties to perform CARRY OUT, do, execute, discharge, bring about, bring off, accomplish, achieve, fulfill, complete, conduct, effect, dispatch, work, implement; informal pull off; formal effectuate; archaic acquit oneself of. ANTONYM neglect.
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How To Be A Sticky Company
Perform:
People expect you to do what they hired you for.
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How To Be A Sticky Company
Perform:
Unrealistic expectations is not an excuse.
(but it does need addressing… quickly)
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How To Be A Sticky Company
Perform:
It doesn't mean you do things you didn't commit to.
Doing what you say makes you trustworthy.
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How To Be A Sticky Company
trustworthy = sticky
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How To Be A Sticky Company
Comply:
You may have experience, but the client has intuition.
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How To Be A Sticky Company
Comply:
Express your opinion, but go with the client's gut.
(it might not be the best, but they need to own it)
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How To Be A Sticky Company
Comply:
But be balanced, don't let them drive off a cliff.
Complying shows you're flexible.
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How To Be A Sticky Company
flexible = sticky
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How To Be A Sticky Company
Compete:
Know who you're up against, and why you're different.
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How To Be A Sticky Company
Compete:
What's worse than a client asking why you're better?…
…and you not being able to answer.
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How To Be A Sticky Company
Compete:
Tell them what your competition is doing before they find out.
Being ahead tells them you're a leader.
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How To Be A Sticky Company
leader = sticky
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How To Be A Sticky Company
Preempt:
Get to it before others do.
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How To Be A Sticky Company
Preempt:
Try to anticipate what the client is thinking.
Call them before they call you!
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How To Be A Sticky Company
Preempt:
Put yourself in their shoes, every day.
This shows them you're approachable.
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How To Be A Sticky Company
approachable = sticky
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How To Be A Sticky Company
Caution:
Share your concerns and predicted outcome.
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How To Be A Sticky Company
Caution:
People don't want to make mistakes…
so help avoid it.
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How To Be A Sticky Company
Caution:
You don't need to be demeaning to be concerned.
If you share your concerns it shows you care.
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How To Be A Sticky Company
caring = sticky
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How To Be A Sticky Company
Promise:
Whenever you can keep a promise, make it.
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How To Be A Sticky Company
Promise:
People care more about you keeping little promises,than making big ones.
If it's in your control to follow through, don't hesitate to promise
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How To Be A Sticky Company
Promise:
Promises are constantly broken.
If clients can count on you, they know you're reliable.
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How To Be A Sticky Company
reliable = sticky
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How To Be A Sticky Company
Perform… trustworthy
Comply… flexible
Compete… leader
Preempt… approachable
Caution… caring
Promise… reliable
AND…
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How To Be A Sticky Company
communicate
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How To Be A Sticky Company
Some clients are not worth keeping.
When you're being sticky,the option is yours to terminate with honor.