YOU are Replaceable!

As a regular practice, from time to time we like to connect with our clients and reflect on the services we provide. We don’t initiate this connection for any other reason than to take what the they have to say and bring it back to ponder, reflect and engage. We like to keep the communication between Sentinel and our clients completely transparent and wide open.

Back in the summer while visiting one of our client sites, we happened to connect with one of the regular managers and prompted them to let us know how happy they were in regards to our services and if there was anything we needed to improve on.

The answer we received was both gratifying and shocking. After praising Sentinel personnel and management for their performance, they went on to say how they have been swamped in the office from continuous solicitation interrupting their day. As soon as I heard that, I prompted them to elaborate on exactly what kind of solicitation they were referring to, only to find out that amongst a sea of vendors from various industries, security companies was one of the leading culprits.

Now here is the kicker…..we have had this client for almost 4 years. They are located in our busy downtown core, and it never once dawned on us just how much this solicitation was happening. Every week on an average of 2-3 times a week a security company is knocking on the clients door trying to get their business, trying to entice with super low rates, over the top promises, etc. Is this a reason for concern?

Last year in our December blog entitled The Never-ending Honeymoon we discussed how complacency is a major issue for organizations. Complacency almost always comes from a sense of success and lives long after the success that created it has disappeared.

The problem is that once complacency has kicked in and you are no longer performing to what was presented on day 1, you have now demonstrated something to the client that was never a thought.....doubt. Now take that doubt and mix it in with a new company soliciting how great they are and what they can do and just like that you have been replaced.

Any company or organization should never take for granted the relationship they are in with their clients. Never forget to stand behind and actually deliver the vision and service you promised on day 1. Never forget what your vows were on the day a client decided to enter a business partnership with you that sealed the marriage of working together.

One of the most common answers you hear from a couple in a long relationship in regards to the secret to a successful relationship is communication. Keep this area with the client open. Engage regularly to retain feedback and put it to practice if need be.

If there is one thing you can take from this today is never underestimate how competitive the world is. Never let complacency settle in. There are individuals, companies, organization out there right now planning, devising, working hard each day with a very clear goal in mind ........ To replace you.

#Replaceable #Communication #Soliciting