1. A culture of ‘care and respect’ for clients and their employees shall be instituted across the firm.
2. Set up a flat management structure so that staff at all levels in the business, are easily accessible to customers.
3. Encourage employees to attend social events with customers and their employees.
4. Promote a culture of Lead-by-example philosophy among senior executives. Senior management should spend quality time on the customer site reassuring customers. Directors themselves should visit customer sites quite often to know if they could do anything further. This philosophy not only spreads positive energy among the staff; but also signals how the firm value its clients.
5. Ensure solid and stable management. It contributes to the development of long-term customer relationships.
6.‘24/7 Service Ethic’ of attending to customer problems anytime, anywhere spreads good word-of-mouth and customers start referencing.
7.Promote regular social interaction and offer amazing customer experience – Invite customers into premises (to see facilities, to walk-through business, to see the training center, to get feel of the culture, to see presentations, etc., frequently). Each director should be responsible for managing relations with their own customers – they should regularly telephone customers and invite them for events, product launches and so on.
8. Mentor staff to exhibit ‘humble’ attitude towards customers.
9.Serve beyond the contractual obligations. Don't insist on formal service and maintenance agreements with customers.
10. Spend majority of the time helping customers address their general maintenance issues (though not related to firm's products) - Invest time in relationship building alone.
11. Project division should continuously liaise with client companies, OEMs and end-users to promote open communication.
12.Project management should be considered as all about setting up tangible value adds, to ensure that customers get more than just a product/service.
13.Walk the extra miles with customers beyond strong after-sales service, component support and intensive user training to the point where they feel comfortable with the product. This will help lock the customers into an ongoing relationship.
14. Participate in customers' vendor development programs and adapt technology, resources, policies, etc., as per their changing requirements case-to-case.
15. Implement suggestions given by clients and show high-level commitment towards continuous improvement.
Finally, keep reviewing client interactions on quarterly-basis to know where to follow up relations
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