Justification vs. Collaboration
Something I’ve learned over the past few years of managing a business and dealing with clients is the importance of collaboration vs. justification. I believe this is the most important aspect of successful customer communication and relationship management.
I’ve worked for people (and I’m sure you have as well) who spend all of their time dealing with clients by constantly trying to justify why something is the way it is, or why something happened. A change in mindset can dramatically help your customer relationship management, improve your businesses performance and even give you a bit of a competitive advantage.
Instead of approaching client/customer interactions as battles that need to be won, try approaching them with a mindset of collaboration. Approach each conversation as a team meeting with your client/customer geared toward producing the best possible outcome for them.
Hear them out. Listen. Educate. Acknowledge when they are right. Acknowledge when you are wrong. Acknowledge when they have a valid concern or question.
Show your clients you want what’s best for them and help maximize the value that your product/service provides.
Collaboration > justification.