When Good Relationships Go Bad

To build a relationship, first it is necessary to give in order to receive so as to build trust and credibility, and to demonstrate what can be expected on an ongoing basis. Enterprises offer promotions as incentives to encourage prospects to try out products and/or services on a trial basis before making a full commitment as customers.

To form a relationship, a customer has to become a new user of a product and/or service, or has to switch from another supplier. The new supplier has to be persuasive. Decisions to adopt a new supplier are often made on emotion, and then justified rationally. The new supplier may only receive part of the new customer’s business at first, and has to earn the rest over time. It is not uncommon for customers to do business with several suppliers to stimulate competition, especially on price, but also as a hedge if quality degrades, or if outages occur.

It is probably better to have Dr. Phil with you to help you with the immediate solution, but his book, Relationship rescue, provides something similar to that. People are always recommended to go for counseling; it may be a waste of time. What makes many efforts to save relationships fail is the fact that people aren’t going to invest and change themselves by actions. Dr. Phil insists that if you want to save a relationship, both partners must work together for it. Marriage counseling or relationship advices that will be given have to be applied to succeed.

If its a running project then we should have a relook at our processes to see if we could optimize our resources to get a better result. We could reorganize our environment, process and resources so that the optimization level is high. If its a new project then project planning has to be good, having time for all the buffer, training, development and testing etc. The current status of the project should be communicated to the customer with in a very transparent framework.

The client should be involved extensively during all the major activities of the project, so that he may feel confident about the project and see to it that time lines are met. Where ever its a support project then the resources have to be utilized properly seeing to it, what is the load of support calls on the resources and what are their individual efficiencies?

Relationships often exist within certain tolerance levels for quality and price, and service levels can be differentiators. In general, lifestyle enterprises differentiate on the basis of service because owners are willing to make the extra effort to exceed customer expectations personally with no additional labor cost.

Customers will often test suppliers with “teaser” transactions before a major financial outlay occurs, and before a supplier is recommended to others. However, “word of mouth” referral is the best way to start a relationship

Resource Author Francisco Rodriguez Higueras
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