Recognize having a new client, implemented the system, gave the training, gave your best and your customer isn’t satisfied at all?
Feeling confused when seeing your system up & running at the client’s desktops. Seeing loads of work piling up? Cluttering the system? Quickly heading towards chaos?
Being surprised after giving the user training, laid it all out step-by-step, however when you return two months later, steps are incomplete, not documented or not done at all?
Maybe you can reflect back as having talked too much yourself. Instead of having listened, beyond yourself, to really understand what your customer contacts are up to and what they actually plan to invest in terms of energy and time.
It could be that you’ve explained every system feature and handy tool in enthusiastic detail, instead of drawing the process to make utmost use of the system together with your customer. In a way they quickly experience the system’s benefits themselves, making it easy to embrace and use the system.
Or you didn’t speak up about the chaotic desktops you say, the distractions your clients deal with, your e-mails that stayed unanswered for days and everything else that stood in their way to do the right things at the right time, right in the system.
3 tips to help your customers making their systems work for them:
TIP #1: Listen, beyond yourself, beyond your organization and beyond the products and services you deliver to your clients. What is your customer contact’s situation and what is it he or she wants? Somewhere in between is the entrance you need to be able to help your clients making the system, product and service you deliver, work for them in a profitable way.
TIP#2: Focus on helping customers to BE(come) up-to-date with the tasks, responsibilities and records the system is intended to use for. Rather than explaining every tiny detail, help them to BE(come) in control of the system. Because there the system starts to serve them, gets them ROI and becomes part of their routines. A system routine that works and gives them time in return for all the other things they want to accomplish.
TIP #3: Generously share every experience, knowledge or routine you have that helps you thrive and that they could use. As they come up with themselves. Everything that helps that particular customer contact to be successful. To-the-point, direct usable stuff. Mindset, support, scripts, etc. E.g. for how to ask for a raise, how to ask for a new module, how to speak up about a dilemma and other results that bother them. How to respond on a complaint, how to BE(come) up-to-date on core responsibilities, how to free time for other things they look forward to on their to-do-list. How to achieve their new level fast. In fact, everything you notice them struggling with.
Your products, systems or services can’t thrive on their own. Systems need to be used to be able to accomplish what they are acquired for. And to be profitable, systems need to be used at the right time, in the right way, doing it right. Customer contacts get enthusiastic if your service and the system they’ve acquired help them to advance themselves and the organization they serve.
Met vriendelijke groet / Kind regards,
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