We begin cultivating our client relationships from the moment we begin pitching for their business. We set high expectations from those very first meetings. We need to keep our focus on the relationship (not just the tasks we execute) from those exciting first conversations throughout the successes and struggles of the months and (hopefully) years to follow.
Our antennae need to go into overdrive around key “pulse points” — moments in the relationship that require a different level of service, caring or attention. There are three categories of pulse points:
- Business/Financial Pulse Points: The pressure clients feel during key budgeting cycles, at year-end, during planning periods, and during the financial reporting process.
- Personal Pulse Points: The distraction and anxiety before vacations (pressure to get everything in order), during (what’s happening that I’m too far away to address?), and after (when the overflowing e-mail inbox and voice mails are overwhelming). And don’t forget weddings, divorces, babies or deaths in the family.
- Organizational Pulse Points: You need to look a little more closely to tune into organizational pulse points. What shifts are taking place in management or the organizational structure? Who’s moving offices and who’s getting promoted? A client’s responses will be different than usual when they’re promoted or passed over for promotion.
This isn’t rocket science, but during all pulse points, it’s critical to think about the Platinum Rule. How is the client feeling and what’s the best way to support her now, in this period of extra stress? How can you help or how can you get out of their way? How can you adjust your frequency of communication and work style to meet the changed –and charged–perspective of the client during these pulse points?
What business/financial, personal or organizational pulse points are ahead for your client?
