5 Star Consulting
Twelve Principles for Technical Consultants on How To Deliver Outstanding Customer Satisfaction
How happy are your customers, really?
Whether you have struggled with customer relationships or you are a seasoned professional sharpening your craft, this is a practical guide to delivering outstanding customer satisfaction. Twelve principles reveal what matters to customers, with advice you can apply straight away.
A colleague had lost a customer’s confidence. Technically excellent, but missing the soft skills that satisfaction depends on. Kei’s team had just earned twelve straight 5 out of 5 customer satisfaction scores, so the question came: how? This book is the answer, distilled into twelve principles.
The twelve principles.
Each principle names something that matters to customers, and Kei's take on how to deliver it. Grouped into three stages of a project.
Start Smart
Set the relationship up to win from the first contact.
- 01
The Customer Has Options
They chose you over other providers. Your first job is to reinforce that decision.
- 02
The Customer Has Expectations
Expectations are set by the promises made to win the deal. Know them, then own them.
- 03
The Customer Is Nervous
The project is their promise to the business. Ease the anxiety that comes with it.
- 04
The Customer Deserves Your Best
Every interaction is on display and leaves an impression. Show up at your best.
Maintain Momentum
Keep trust and progress moving once the work is underway.
- 05
The Customer Wants You To Understand
They want you to understand their needs, and to understand them.
- 06
The Customer Wants To Be Led
You are the expert they hired. Guide them past the risks to safe ground.
- 07
The Customer Expects Your Contribution
Do not just show up. Add something of value at every interaction.
- 08
The Customer Wants To Be Informed
They have stakeholders to answer to. Keep them in the loop so they can.
- 09
The Customer Wants To See Progress
Make movement toward the finish line visible, not just real.
- 10
The Customer Does Not Have Time To Waste
Timing matters as much as the work. Respect their time, and your own.
Finish Strong
Land the result and the value the customer came for.
- 11
The Customer Wants Results
They will get results from you or from someone else. Make sure it is you.
- 12
The Customer Expects Value
They pay for expertise and expect gold-class service. Deliver it.
Consultants and professionals in technology who have strong technical skills but want to be better with the people they serve.
Get your copy