Thoughts for your consideration….
My hardnosed thoughts on this subject!
As said before, needs to be said and internalized AGAIN and AGAIN by us ALL!
WORDS MATTER, EVERY WORD MATTERS, MORE THAN EVER!
Choose your words carefully as they directly reflect your thoughts, which directly drive your outcomes! All connected, no question, so pick wisely!
There are large-scale thoughts that affect what we do in many ways. Good, bad, ugly, biased, right, wrong… all subjective. ALL of our “doing” is driven by what we believe, and what we believe is crafted by how we think, and the words we use to express it all.
WORDS have the possibility to affect others beyond us deeply, for good or bad. Even simple words can have a profound impact that we may not even fully understand.
You all have ingrained experiences when the cutting remark made by someone else hurt you deeply. You also have those memories of words said that were kind and heartwarming and that helped pick you up and save the day.
Making a difference with those that we choose to serve is driven by the thoughts we have and the words we use, that create outcomes. Pure and simple.
It all starts with the choice you make about how you THINK about those we serve. A lot of colorful words could come to mind here, but let’s simplify the thinking a bit and look at the two that matter the most.
CLIENT and CUSTOMER
What is the difference and why does it matter?
It has been said that this is just semantics, but it is NOT!
In life, in business, in all things, the words you choose to use have an impact, whether you believe it, see it, or not! The implications of each word chosen make a difference!
In this case, the choice of “labels” will actually help you make a strategic choice about the level of relationship that you are willing to create with each person that you choose to serve.
Let’s dig into the differences.
A CUSTOMER is a person that buys goods or services from a business. The relationship is mostly a transactional one. There is seldom any level of long-term connection between the parties. Typical of this would be retail stores, banks, restaurants, amusement parks, and gas stations. Most engagement is limited in time and scope.
CLIENTS typically receive much more personalized attention, have access to a wider variety of support teams, and are most commonly thought of as the domain of such entities as a law firm, a design studio, an insurance agency, an accounting firm, or a real estate agency. CLIENTs general buy advice and solutions. You will find yourself in strategic long-term relationships with CLIENTs. You will form teams to support CLIENTS. You will involve leadership teams to serve CLIENTS.
You will have both CUSTOMERs and CLIENTs in your world. You already know the difference. It’s time to be intentional with what you do and who you do it with.
You personally feel the difference in how you are treated by those that are looking to sell you something or serve your need.
We are all best served when we choose to engage with CLIENTs on a high level of personalization and focus.
Those that fail to recognize the difference in how we serve and think differently about it are simply not committed to the concept of serving. They are still stuck in the world of selling. If you are expecting to have different results than the rest of your competitors then you had best be working hard on how to serve the people that you have chosen to serve, in a different manner that is focused on THEM, not yourself and your corporate marching orders. The world’s products and technology are a commoditized battleground.
Everyone has great STUFF!
What are you DOING to be different?
It starts with changing your thinking.
Elevate your thinking!
Choose to think about the PEOPLE that we serve as CLIENTS!
Customers are those folks that walk into a convenience store for a pack of gum. ALL good…we all need them as well! We have to create ways to serve everyone that we can with an appropriate level of resource that delivers what they need when they need it.
CLIENT Engagement Professionals are the difference makers in the B2B world and external focus and pure motivation are the keys to changing the world for the better of all! Big task. You are capable of doing it with the right THINKING!
Not sure, ask someone you serve which way they would prefer to be helped, as a CLIENT or a CUSTOMER!
Stand up for your CLIENTs, don’t let them get turned into CUSTOMERs. There IS a big difference, go explore for yourself!
OK, LET’S ROLL!!
p.s. I love being a CLIENT and being treated like one, I know you do too!