Читать книгу Blind Spot - Nathan Shedroff - Страница 28

So there’s good news and bad news. The good news is that it’s not difficult to understand how you’re doing over time. Everyone has personal relationships, and that makes it easy to understand how companies can build relationships as well. You can figure out how to improve relationships and devise steps for doing so. You simply have to take an active role in researching and understanding what’s wanted and do your best to fulfill that.

The following are a few core principles that you should observe:

• Not all relationships are meant to be. Frankly, you can’t please everyone all of the time. You merely want to structure experiences so that you build strong valuable relationships with as many customers as possible or with the ones that are most valuable to you.

• The best relationships thrive on clear communication. As with personal relationships, the best way to manage a relationship is to always be transparent and clear. You have to be real. It’s no longer enough to appear as if a company has certain ideals or values. Social media has made it nearly impossible to hide who you are. It’s dead simple these days for customers to call you out on your own behavior.

• In addition to stating your values, you now have to live them. This isn’t to say that every person in a corporation has to be a clone, but if they aren’t at least aligned with the organization’s goals and values, they may eventually be at odds with its mission. Front-line employees, such as wait staff and customer-service representatives, have to be especially vigilant. They can quickly make apparent a mismatch of values and kill any customer affinity that could develop into a good relationship.