{"id":5846,"date":"2015-08-20T11:50:12","date_gmt":"2015-08-20T17:50:12","guid":{"rendered":"http:\/\/zunesis.wpengine.com\/?p=5846"},"modified":"2019-10-15T23:33:23","modified_gmt":"2019-10-16T05:33:23","slug":"blog_holy-grail-of-customer-service","status":"publish","type":"post","link":"https:\/\/www.zunesis.com\/zunesisdev\/blog_holy-grail-of-customer-service\/","title":{"rendered":"THE HOLY GRAIL OF CUSTOMER SERVICE"},"content":{"rendered":"<p>In my last blog, we explored the <a href=\"https:\/\/www.zunesis.com\/go-take-care-customer\/\" title=\"Customer Satisfaction\">Customer Service Pillar of being Strategic <\/a>in the context of what customers are expecting from <em>IT Solution providers<\/em> today.\u00a0 As a reminder, I am writing from a customer service roadmap called <strong>CustomerFIRST<\/strong> where the word FIRST is the following:<\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li>Flexible<\/li>\n<li>Invested<\/li>\n<li>Responsive<\/li>\n<li>Strategic<\/li>\n<li>Trusted<\/li>\n<\/ul>\n<p>This week I am addressing the final Pillar of successful customer service \u2013 being Trusted.<\/p>\n<p>Trust is the Holy Grail of customer service.\u00a0 All of the other characteristics of CustomerFIRST are typically required for trust to develop.\u00a0 Our clients must see us being flexible to their needs and requirements, invested and credible in the solutions we sell and implement, responsive when they need our help, and strategic in how we interact and the value we provide.\u00a0 Assuming we do all of these consistently well, then we have the opportunity to pursue a trust-based relationship.<br \/>\n<img loading=\"lazy\" decoding=\"async\" class=\"alignright size-medium wp-image-6066\" src=\"\/wp-content\/uploads\/2015\/03\/Customer-First-300x267.png\" alt=\"Customer First Zunesis\" width=\"300\" height=\"267\" srcset=\"https:\/\/www.zunesis.com\/zunesisdev\/wp-content\/uploads\/2015\/03\/Customer-First-300x267.png 300w, https:\/\/www.zunesis.com\/zunesisdev\/wp-content\/uploads\/2015\/03\/Customer-First-768x682.png 768w, https:\/\/www.zunesis.com\/zunesisdev\/wp-content\/uploads\/2015\/03\/Customer-First.png 988w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/p>\n<p>Over the years, I have spoken with many senior IT executives about trust and what it takes to earn their trust.\u00a0 I have been surprised by the desire that clients have to be able to trust their IT Solution Providers.\u00a0 The reality is that CIOs, CTOs, Directors, &amp; VPs of IT strongly desire trust-based relationship.\u00a0 These IT leaders have all told me that when they have total confidence in an IT Solution Provider, their lives get easier and better.\u00a0 When they trust, they don\u2019t feel the need to constantly look over their shoulder or second guess every decision.\u00a0 When they have trust, they sleep easier at night because they believe that their IT Solutions Partner will do the right thing if something goes wrong.\u00a0 It is helpful to understand that trust is a desired trait on both sides of the table.<br \/>\nLook at any IT Solution Provider\u2019s Vision or Mission Statement, and you will see the words \u201cTrusted Advisor\u201d embedded somewhere.\u00a0 It turns out that all IT Solution Providers say they aspire to be a trusted advisor to their clients, but how many actually achieve this distinction?\u00a0 I would argue that very few truly reach this goal.\u00a0 Assuming this is true, what it is that makes achieving trust with clients so difficult?<br \/>\nTrust, I believe, is an elusive objective where time, experience, and adversity are <span style=\"text-decoration: underline;\">all<\/span> required.\u00a0 As we have all heard many times, \u201cTrust must be earned.\u201d\u00a0 Therefore, if we as IT Solution Providers truly want to achieve this lofty ideal of being a Trusted Advisor, we must seriously understand what is required.<\/p>\n<blockquote><p><span class=\"st\">If people like you they will listen to you, but if they trust you they&#8217;ll do business with you.<\/span><br \/>\n~Zig Ziglar<\/p><\/blockquote>\n<p>&nbsp;<\/p>\n<p>First, we must recognize that trust takes time.\u00a0 To earn trust, we will need to demonstrate consistent behavior for an extended period of time.\u00a0 That behavior will also need to be demonstrated in a way that serves the best interest of the client \u2013 not our own.\u00a0 All individuals develop trust at different speeds and many factors play into this.<br \/>\nMaybe your Director of IT or CIO clients have extensive baggage from other IT Solution Providers NOT doing the right thing; and, therefore, they will require substantially more time to build a trust-based relationship.\u00a0 The bottom line is that time, patience, and consistent behavior are required for trust to have a chance to build.\u00a0 Too often, our expectations as IT Solution Providers is that a single successful project lights the torch for a lasting and permanent relationship.\u00a0 In most cases, a single successful project allows us a chance to take a swing at another project, but it does little more than that.<br \/>\nSecond, we must have a variety of experiences with a client to create the opportunity to build trust.\u00a0 Typically, a variety of experiences can involve a variety of projects, interactions, and different individuals from the same firm working with a variety of client personnel.\u00a0 While trust can develop faster with a single individual, it is much more difficult to develop trust at an organizational level.<br \/>\nFinally, trust requires adversity.\u00a0 Simply stated, this means that WHEN we make a mistake \u2013 and we will all make mistakes \u2013 the client needs to see us do the right thing, even when it hurts.\u00a0 \u201cSo, are you suggesting, Steve, that having a perfect track record with a client is less beneficial to building trust than making mistakes and fixing them?\u201d\u00a0 I guess I am.<br \/>\nThink about the times in life when you personally grew the most.\u00a0 Those times were likely difficult, challenging, and may have involved major failures that required you to take a personal inventory and change directions or make a really tough decision.\u00a0 The same is true with relationships.\u00a0 We seldom build meaningful relationships without walking through the valley with another individual or group.<br \/>\nThe big idea here is that any of us doing IT stuff will make mistakes.\u00a0 Information technology is difficult, ever changing, and just hard.\u00a0 As a result, we must consistently choose to accept responsibility and take immediate corrective action (on our nickel) if we want to build trust with any client.\u00a0 If we don\u2019t care about building trust, we will point fingers, run for the hills, or choose a liberal interpretation of the statement of work (SOW).<br \/>\nOver the years, I have put together a short list of characteristics to help guide our employees at Zunesis in their interaction with clients.\u00a0 These, I believe, are fundamental to building and earning trust:<\/p>\n<ul>\n<li>Always put the best interest of the customer first.<\/li>\n<li>Follow through on commitments.<\/li>\n<li>Communicate exceptionally well, and identify and communicate problems quickly.<\/li>\n<li>Accept responsibility for failure, and take swift corrective action.<\/li>\n<li>Always do the right thing, every time, even if it hurts.<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>Those of you reading this are probably asking yourself if earning trust is even worth it.\u00a0 I believe it is, but earning trust doesn\u2019t exactly square with our immediate gratification culture.\u00a0 It is hard to find things like (1) time &amp; patience, (2) variety &amp; experiences, and (3) adversity on many business playlists today.<br \/>\nBut these are the mandatory ingredients of building and earning trust.\u00a0 If you are one of the few IT Solution Providers that desires trust with your clients and are deliberate in your efforts to get there, I commend and respect you.\u00a0 Your business will continue to succeed and your clients will have a broader smile on their faces more of the time.<br \/>\nThis is my final BLOG in this series on <a href=\"https:\/\/www.zunesis.com\/company\/customer-first\/\" title=\"Customer First\">CustomerFIRST<\/a>.\u00a0 I wish you the very best in your efforts to serve customers in the ways they wish to be served.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In my last blog, we explored the Customer Service Pillar of being Strategic in the context of what customers are expecting from IT Solution providers today.\u00a0 As a reminder, I am writing from a customer service roadmap called CustomerFIRST where the word FIRST is the following: &nbsp; Flexible Invested Responsive Strategic Trusted This week I [&hellip;]<\/p>\n","protected":false},"author":46,"featured_media":10764,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[48],"tags":[],"class_list":["post-5846","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.3.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>THE HOLY GRAIL OF CUSTOMER SERVICE &#8211; Zunesis<\/title>\n<meta name=\"description\" content=\"What is the Holy Grail of Customer Service? 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