There’s a fine line when dealing with internal and external clients. I’ve been doing what I do for 28 years and I think I’m pretty good at it. One of the things I’ve learned along the way is that no matter what, your customers are everything.
Sometimes, this means getting on the nerves of those ‘internal’ clients. These are your fellow co-workers that you need on your side, to do your job. Usually, they play in the technical, accounting or HR field. They also don’t ‘get’ sales people. Often, they’re not really client-centric. I find this funny because without customers, companies are nothing.
So. I will push the envelope with various team members to ultimately better fulfill our client’s needs. At times, this is necessary as much is at stake. It’s not all about getting the sale, for me. It’s about customer satisfaction, long-term relationship building, trust and yes, my reputation is tossed in there, too.
I not only sell software solutions, I sell engineering solutions and this means….a high-end project that needs to be managed, massaged, hugged and babysat.
I don’t actually manage the projects but sometimes the project managers need a little…nudge?
I’m always polite, but yes, people get pissed off at my tenacity. I really don’t care. It’s not about them.
You’re busy. I get that. I’m busy, the client is busy, the whole friggin’ planet is busy!
You’re not special by saying you’re busy. That’s an excuse for poor time management. Work smarter not harder, remember?
I may piss a few team members off, now and then, but I get the job done. I bring value to the client (especially after they’ve just spent $60K and are looking to spend about $60K more).
I CARE. I care about doing good business and making sure everyone is happy.
I usually get my way. People forgive that I nudged them (which is really just code for following up).
Client is happy. I’m happy. Technical Project Manager is getting over it and will be happy…
I walk the line.
It’s a fine line but life is good.
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