In the wise words of Bob Dylan, "You're gonna have to serve somebody." It's true. We all serve somebody. Especially if your business is a professional service!
Service is really about people (either the server or the served). Relationships, whether genuine or perceived, impact the outcome of any interaction. As Dylan wrote, "You may be a business man or some high degree thief. They may call you Doctor, or they may call you Chief." Each title carries some level of trust. When beginning a service for a new client, we must recognize our starting position. Most service providers begin a relationship as a vendor. Vendors can easily be replaced and usually are at the beginning of the trust evolution. At this level, there is also a low tolerance for misunderstandings or mistakes. A misunderstanding could be confirmation that the server is not to be trusted.
Our goal is to serve with excellence, earn trust, and develop a long-term relationship. At KTM, our goal is to reach the level of trusted partner. A partner is someone who has skin in the game, someone who is known to be committed to the well-being and protection of the other. When mistakes happen, the service is evaluated by the response and the way the issues are handled rather than by a perception of past sins. High trust and relationships are built through exceptional service, consistency of action, and a willingness to protect the other party.
KTM Solutions desires to develop long-term relationships with our clients. It's not about a one-time sale. If you are interested in learning more, please contact us. Our engineers are ready to assist you.
Comments