It is amazing how building and managing your business is so similar to family. I for one, enjoy creating that family environment in my business. As I go through my business life, I look to treat those I work with as family, people that I listen to, people that I care about, and people that I will go out of my way to help out.
But once in a while, one does stumble. Recently I got so focused on the task at hand at work, that I forgot to call my Mom on her birthday. Now this is a huge “stumble” for a son and I knew it. It is in the reaction that you can truly understand what happened and grow from it. I initially felt like all hope was lost. But after beating myself up, I stepped up and called her. Yes, I still felt bad, but I wanted to try to make it up. I went the extra mile and even sent flowers the next day.
Ok, how does this relate to business? Just like what happened to me, once in a while you do take a misstep with a client. Forget a conference call/appointment or miss a deadline. That doesn’t necessarily mean that you will lose that client. It is in the reaction, how you react to the incident, which will determine what happens next. The best way is to be honest with the client and let them know you do understand that you did take a misstep, and you are looking at ways to make a difference. If you have been building a strong relationship with them like family, then they should understand as well. Through this process, your relationship will only grow stronger.
How does this help you? By sharing personal items with your client and getting to know them on a personal level, this allows you to converse about life outside of the actual business and leads to an understanding of their goals, visions and fears. This knowledge enables you to tailor your services to match them, which only strengthens the overall client relationship.
In the same manner that your family grows together by experiencing life’s challenges together, by facing the business challenges with your client instead of against them, allows your business to grow and become stronger. As with family members, you may not always get along, in fact you may have quarrels about deadlines, invoices, any number of items. You get through these incidents only if you have at least started building that understanding of each other. You may not need to send a bouquet of flowers as an apology, yet the contact and the honesty that you show will go just as far.
I enjoy seeing my fellow business and non-profit “family” members at various networking and social events, (including the Minnesota Junior Chamber) and learning what is new in their lives. Together, we build those relationships that lead to successful business. I encourage you to visit your business neighbor and become a part of the family. You don’t even have to bring flowers.