I just left a meeting with the CEO of a Financial Services firm and he made a comment about a customer story we were discussing. I was talking about a client who had asked us to get involved with something, we have said we would support them, but we really think they should look at the problem differently and that the different way is truely in their best interest. The fellow I was meeting with said:
Steve, that is the real value. Put the customer and their needs truely first even when they don’t see it"
In working with customers it is always difficult to know when and how to help them get to where they want to go. Quite often coming in with new perspective gives us an opportunity to have a new view. The challenge as Jim would way is "readiness". And if the "Client is King" then what they are ready for is the right thing.
So though the fellow I met with today is bang on and I hope that is exactly what we are doing in each client situation. The question is … is the customer’s needs what we see or what they see?