Few important tips on communication April 30, 2010
Posted by shripal shah in Day to Day life & learnings.Tags: Client satisfaction, commitment, Communication, customer service, Deadline, leadership
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I learn few important tips on communication during a presales with one of my client and would love to share the incident with you all.
Leader has to be listener – We had a long chat/call on few occasions understanding the requirements, I kept on listening/acknowledging the inputs from client while noting down the important points as and when needed. I started asking questions at the end of the sessions only. This was applaud by my Client a big way, we benefited by saving on time as 30% of my initial questions were any way answered by further inputs from client. I kept on understanding the deepest part till the last moment and finally asked question which gave a solid impression about my understanding. Have I been asking questions on every instance of doubt created during conversion, I would have failed to gain the respect which I acclaimed well before conversation ended.
Showing up on time and fulfilling the commitments – for all the meetings I was up online at-least 3-5 minutes before the meeting time, stayed well prepared. It helped me in ensuring that we value time of all participants.
In one of the instance I was supposed to provide an online demo of existing application, however the demo was not ready. I recorded a video of existing application, did tweaks on the name of products, hiding certain images (as the application was under NDA) and posted over to my site’s video player for client to watch.
I committed to show up an online application – though I failed there – I ensured that client gets feel of what we had developed via Video. It tool almost 3 hours to generate this video to ensure that all legal matters are taken care along with facilitating this new client. This investment was highly welcomed by client and they were impressed with
1. Arranging the video in time 2. Our sense of Data security.
Client’s team started being so opened to us that we discussed various other business topics along with this project, including their hosting plan.
There are many things to share but would take over to next post.
Meanwhile there are few more tips from some one whom I read regularly, might be helpful;
Shripal shah 