Treat your client as an ally to grow

"You’ll never have a product or price advantage again. They can be duplicated easily, but a strong customer service culture can’t be copied.” Jerry Fritz

Many who provide professional services see clients as bags of money. They deliver what they offer, get paid, and move on to the next client.

It's like exchanging goods for money. The client does not feel any difference from buying a product off the shelf.

A client lack the experience in service industry

This model of business relationships doesn’t create a strong base of returning clients for service providers. The client feels it’s a pure tit-for-tat exchange. Whatever the client asks for, the service provider charges money for it.

I’m not a fan of the phrase ‘my time is money.’ It’s a clear sign of a lack of humanity and empathy.

A pure value-based exchange between two parties limits the relationship. It ends with the transaction and only revives with a new request from the client.

The focus is on value, trust, and selling many services to clients, but there’s no emphasis on creating an experience. Even companies that sell products are creating meaningful experiences for their customers. They are shifting away from the traditional mantra of exchanging goods.

Become an ally

Professional services are not like other services, such as fixing a door or window. These are intellectual services that need collaboration and co-creation with the client.

The client will provide their knowledge, experience, and information. While the service provider offers their unique skills and expertise. Both parties must unite to achieve the desired outcomes.

They build an alliance relationship, where the service provider acts as a true partner. Invest in the client's success. This approach goes beyond value defined by price. Winning the client’s trust and positioning the provider as a trusted advisor.

This will open up the opportunity for the service provider to own shares or equity in the business, for the infinite value they provide. The client will welcome the idea due to the compounded benefits the provider brings. An alliance-based business relationship is the future of penetrating a larger market share.

Alliance means the provider does everything they can to help and solve their client's problems. In times of urgency, like they would for their own family. The alliance becomes a great experience for the client.

This form of alliance is not for every client. Not all clients value this type of business relationship or want to pursue it further. It works only with those for whom the provider sees the relationship as more than an exchange of service and value. It’s built with clients who are true fans, with whom the provider can collaborate for the long term.

Follow this model

The Disney-Pixar relationship began in the late 1980s with the development of the Computer Animation Production System (CAPS), which revolutionized animated film backgrounds.

In 1991, they formalized a partnership to produce three computer-animated films, with Pixar handling production and Disney managing marketing and distribution. This deal allowed Pixar to share in profits while Disney retained character ownership and sequel rights.

Benefits service provider gain

Collaborating with respected partners enhances a provider's reputation and market position. Alliances allow providers to offer more comprehensive solutions, better meeting customer needs. They can also expand product or service lines, creating new income opportunities.

To grow and expand, a service provider must go all in, acting as if they own the business. Giving their best energy leads to greater long-term benefits, unlike the short-term focus of upselling clients for higher pay.

Thanks for reading, we will talk in the next letter.

Ahmed

By the way, here is:

1. A fun way to connect with people that leads to opportunities Toilet Mind

2. A new way to innovate and solve business challenges Neo Strateje