Client or Customer? There Really Is A Difference
Some people use the words "client" and "customer" interchangeably or generically. I'd like you to think a little about these important words because there is a significant difference - one that can have huge impact upon your long-term business.
According to Merriam-Webster:
Client: One that is under the protection of another
Customer: One that purchases a commodity or service
Here's the distinction:
In a client / vendor relationship, the buyer is "under the protection" of the vendor and becomes dependant upon the ongoing care of the vendor.
I think most executives, professionals, and owners of small businesses would benefit from nurturing "client" relationships. That means:
· Communicating that they are under your care
· Being proactive in looking out for their best interests
· Constantly working on strengthening and deepening the relationship
· Giving them your best service and value on an ongoing basis
· Providing value and peace of mind well beyond the commodity value of the transaction
If I am in your care or under your protection and I know it, there is far less likelihood of me defecting to a competitor and far greater likelihood that I will refer others to your care and protection. Isn't that the relationship you want to build? If so, think through your mindset and that of your staff:
· Do you actively protect and look out for your client's well being beyond the value of the purchase?
· Do you communicate your ongoing care on their behalf?
· Do you always give them your best service and value?
· Do your clients feel they are in your constant care?
Building ongoing client relationships means constantly being vigilant to insure you and your staff work to build that "protection / care / dependence" paradigm with every client contact so they can say, "I depend on [fill in your name] for [fill in the products and services you provide]. Customers don't have much reason to stay; clients don't have reason to stray? that's the difference.
Larry Galler coaches and consults with high-performance executives, professionals, and small businesses. He is the writer of the business column, "Front Lines with Larry Galler" Sign up for his newsletter at http://www.larrygaller.com
Latest News
Arke Systems Sponsors Atlanta Integrated Marketing Summit MarketWatch - The half-day summit drew a crowd of over 500 professionals in the marketing, advertising, publicity, promotion, public relations and allied creative ... |
Bonnie Becker Joins InnoCentive as Vice President of Marketing MarketWatch - She was responsible for overall profit delivery, strategic positioning, long term vision, and marketing execution for these product lines. ... |
Ifbyphone Names Industry Veteran Todd Curry Vice President of ... MarketWatch - Curry was previously the co-founder and president of e-marketing consultancy Ascenda Partners, LLC. Ifbyphone founder and CEO Irv Shapiro said: "Since Todd ... |
 International Business Times | Convio Names Sara Spivey Chief Marketing Officer MarketWatch - "Sara is a proven leader with a track record of success in brand development, creative product marketing and strategic business development," said Gene ... Convio creates new strategic position and promotes Fred Waugh Fred Waugh Assumes Role as Vice President, Alliances at Convio |
Sagefrog Survey Shows More Companies Are Outsourcing Their ... International Business Times, NY - The regional survey, compiled by Sagefrog Marketing Group, showscompanies in Philadelphia and NewJersey are spending 10% or more of their budget on ... |
Bales Worldwide Boosts Sales by Five Percent using Neolane Cross ... MarketWatch - Enterprise marketing software provider Neolane today revealed that its customer Bales Worldwide, a tour operator, has increased sales by some five percent ... Cross-Channel Marketing Arrives: Aberdeen Group Defines the Next ... |
mDialog Welcomes Paul Vogelzang as Chief Marketing Officer MarketWatch - Paul Vogelzang, a web 2.0 marketer and digital influencer, has joined mDialog as chief marketing officer. -- mDialog is a company committed to delivering ... |
Head of PlayStation Marketing to Share How Sony Changed the Game ... MarketWatch - Dille is a 20-year marketing veteran with over 15 years in the gaming industry, including playing a pivotal role in the launch of the original PlayStation ... |
AOTMP Appoints Kari Kostecka as Vice President of Marketing MarketWatch - INDIANAPOLIS, Dec 02, 2008 (BUSINESS WIRE) -- AOTMP has announced the recent addition of Kari Kostecka to the management team as Vice President of Marketing ... |
Awareness, Inc. and Customer Sg2 Recognized for Social Media ... MarketWatch - The Sg2 Community, which is powered by Awareness' on-demand Social Media Marketing Platform, is an ideal mix of an open and interactive Web 2.0 community. ... |
Resources
-
Sorry Currently Unavailable