Page 39 - Delivering Authentic Customer Experiences

Principle 2 Delivering Authentic Customer Experiences

Finding the right fit

Whether you regard your company as business to business (B2B),
or business to consumer (B2C); fundamentally, it’s people to
people (P2P), so it’s vital you work with the right ones to help you
deliver the best service possible. No person is an island and even
independent professionals, or freelancers need to seek support,
advice and assistance from others. Ideally, these people and
organisations should share your values, aspirations and work
ethic.

I remember having a lonely and uncomfortable transition from
working in a large central support team, to flying solo. I hadn’t
quite appreciated the power of my colleagues as a trusted support
network, sounding board and valuable resource. I quickly found
myself searching for something to fill the void and thankfully have
now developed a network of business associates, suppliers and
partners who I trust, respect and like. It didn’t happen overnight,
and I have to admit, I got stung a couple of times along the way
and learned some things the hard way. Here are my most valuable
lessons for finding people that fit:

• be clear about your own personal and brand values and
don’t compromise your standards
• recruit colleagues, suppliers and clients whose values are
aligned with yours
• do your due diligence before diving into the wrong
relationship…if it seems too good to be true, it often is!
• think win-win and take time to develop mutually
beneficial relationships
• identify and appreciate each other’s strengths and
challenges
• be clear about your respective outcomes, roles,
responsibilities and agreed input
• review and re-evaluate the benefits

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