Guns Don’t Kill Outsourcing Relationships
During a recent conversation, a service provider equated our product to a "bullet." The implication is that 6th Sense can arm customers with information that can injure a relationship.
I was shocked.
I've heard our product described many ways, yet this was a first. I challenged his charge, and he explained that some customers simply don't understand how to use the data and will misinterpret.
Sadly service providers are driven by risk-mitigation -- not how to build a stronger long-term relationship with their customers. I discussed the importance of the truth in a previous post. Service providers need to treat their customer relationships like personal relationships, and trust is the cornerstone of all successful relationships.
I don't need you to be evil
In an early customer meeting, a manager declared, "I don't need this product to be evil." If a customer is searching for a reason to end a relationship, they will find it. They don't need 6th Sense. They don't need any other tool to do this. And the bigger question is "why is the customer unhappy?"
Service providers need to embrace transparency -- not simply market it. Transparency is scary but will ultimately lead to stronger relationships with customers. If a customer is unhappy, locate the source and eliminate it. If a customer is simply impossible to please or "evil", consider having a candid discussion or revisit whether the customer is the kind of customer you want.
Regardless, don't shoot us -- we're just reporting the truth.
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Interview with Ted Neward
Guns Don’t Kill Outsourcing Relationships ( 2008.14.08 10:43 am )