Comments on: Where is the love? – Chapter 1 http://www.arbitraryuser.com/blog/2008/02/15/where-is-the-love-chapter-1/ Jonathan Endersby, Recovering Technologist Wed, 11 Jan 2012 23:15:43 +0000 hourly 1 http://wordpress.org/?v=3.0.1 By: Izak Burger http://www.arbitraryuser.com/blog/2008/02/15/where-is-the-love-chapter-1/comment-page-1/#comment-4451 Izak Burger Sun, 17 Feb 2008 12:52:40 +0000 http://www.arbitraryuser.com/blog/2008/02/15/where-is-the-love-chapter-1/#comment-4451 The company I work for have a policy of being brutally open and honest with it's clients, and this does tend to foster a more long term relationship. This is quite different to the no-loyalty nature of, for example, short term insurance. The work we do and services we provide are also of a more specialist nature, which means we charge more and we can afford to, and HAVE to give them the attention they deserve. Think about it, for R50 you can buy about 12 minutes of the average company's time, so difficult clients become more effort than they are worth very very quickly. I think some clients forget that. I'm not sure if the differences in our client base has anything to do with it, but we generally deal with a different kind of client: The kind who explains to you that if you don't fix it right now THEY will go out of business and it will all be YOUR fault. This is of course a type of emotional blackmail, and it stops working after a while. The company I work for have a policy of being brutally open and honest with it’s clients, and this does tend to foster a more long term relationship. This is quite different to the no-loyalty nature of, for example, short term insurance. The work we do and services we provide are also of a more specialist nature, which means we charge more and we can afford to, and HAVE to give them the attention they deserve.

Think about it, for R50 you can buy about 12 minutes of the average company’s time, so difficult clients become more effort than they are worth very very quickly. I think some clients forget that.

I’m not sure if the differences in our client base has anything to do with it, but we generally deal with a different kind of client: The kind who explains to you that if you don’t fix it right now THEY will go out of business and it will all be YOUR fault. This is of course a type of emotional blackmail, and it stops working after a while.

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