Today
I’d like to share with you an experience I had with a customer, who then became
a long-term client
After
my first interaction, the customer responded with so many questions. Some 10 –
15 questions I could count and they were all not related to our services. The questions
had different subjects that even I couldn’t respond to. So I took issue and the
customer to a committee with our technical teams….
Their
first response was that he is not a client for our services and doesn’t really
have a specific request.
I
though, had a different opinion. I thought it wouldn’t cost or hurt to give it
a try and respond to him as much as we could respond and try to bring him on
the right track. Yet, since some questions related to very past projects that I
wasn’t aware of, it took a very long time for the relevant department to
respond to me as they had no hope in him.
Not
to give you a headache, I responded the customer after a whole month and
completely hopeless, I thought I had lost my chance. My response was just “will
get back to you later”.
So
I thought, there is no hope, what-so-ever. But again after another month, which
I hadn’t heard of the customer, I sent him a card on a religious occasion.
Truly
unbelievable, I was responded with a specific request from the customer to
redesign his website and that’s where our business relationship began.
Now
it’s almost 2 years that we are working together and one after the other,
providing him with different services with full support and we are very
satisfied and happy with him.
So
I learned a lesson, which has become one of my marketing experiences:
Never
under-estimate a customer from the first and do your best to fulfill his needs
and inquiry
