Customer relationships: How to make them stronger? I explored this is a recent interview I did with Sue O’Brien, CEO at Norman Broadbent, a top international search, leadership and HR consultancy firm headquartered in London, where we had an interesting discussion about developing and building relationships. They believe, and I agree, that in their industry, the building blocks of a long-term valuable relationship starts when they focus on their customers needs and not just their business needs.

Why?

Well, it seems to me that it puts the personal into the relationship before business. For Norman Broadbent that means that they become a trusted resource and partner, someone who is called when their customer has a question or something they would like to discuss. This builds trust and respect. They believe that when you do that you are focusing on the relationship and not the business with the belief that the business will come.

And it does.

Like normal relationships, if you are always talking about your stuff and what you can do or what you have done then the relationship can get a little one sided and, probably, will not be very strong or last very long.

They are taking the long-view and they have become the ‘guys and gals to call’ when there is a question. Also, by building personal relationships with their customers, who are mostly corporate executives, that relationship remains solid when they move on to new jobs as most of them do.

Do you have that sort of customer relationship?

Where’s your focus?

Thanks to atmtx for the image.