October 1, 2009

My first opportunity to meet our clients face-to-face was at a national convention earlier this year. Represented at this gathering were software development firms, including offshore and outsourcing development companies, and many different professional organizations.

At this conference, I was a part of something that I have never seen before. For four days, there were 8-10 customers each day that came by our booth to hug our employees.  They would not shake hands or verbally convey their appreciation – I’m talking about the family Christmas dinner hug – for two of our key technical people. These folks were very, very appreciative of the quality of our work and personal details we provide on a day-in day-out basis.

I came across this article and these are a few things that I felt conveyed the cornerstones of our success here at CodePartners. This is not from my perspective, but rather from those glowing reviews that I saw and heard during that convention earlier this year.

Four Ways to Exceed Clients’ Expectations

Pleasing clients is a no-brainer in any economy. Exceeding client expectations in a bad economy can make the difference in whether or not you win the next job. Use these four tips to go above and beyond and win clients for life:

1. Beat the deadline. Getting work done ahead of time gives the client flexibility and demonstrates that you are efficient and customer-focused. When agreeing to a deadline, choose one you know you can beat.
2. Ask proactive questions. Clients appreciate it when you act as a thought partner and demonstrate your concern for the process and its result.
3. Know when to defer. Deference is important but too much of it positions you as hired help. Inspire confidence by acting collegial and proving yourself to be a competent expert, not a lackey.
4. Give feedback. Every process can be improved, and you are in a unique position to provide feedback. If the circumstances are right, tactfully give thoughtful and constructive criticism.

Source: DeMaio, Steven. “Four Ways to Exceed Clients’ Expectations.” HarvardBusiness.org. April 8, 2009. http://blogs.harvardbusiness.org/demaio/2009/04/how-to-exceed-clients-expectat.html.