Who is keeping score?

(photo credit by visnup)

Has this ever happened to you?

You have a long standing client relationship.  You've been through thick and thin together, and despite bitter odds, you've always come through for them.  You just know they'll be there for you until the end.  Until the day they tell you that they've decided to switch providers.  It's nothing personal, and they've enjoyed working with you, but this other provider has a better <price, product, process, or other>.  You are confused, hurt, and probably anxious to fill a now gaping void in your portfolio.

What happened?

There was a game going on that you didn't know about, and somewhere along the way, the score became uneven.  Your client felt like they were losing, and they jumped ship.  While I'm a big believer in the client loyalty (based on having built a strong relationship), that doesn't get us the whole way.  We have to be in tune with our client needs, and we have to address any gaps to make sure that we are always their provider of choice.

Ask for the score

A score doesn't have to be a number.  I like to ask my clients for a red, yellow, or green indication on key metrics that matter to them.

If you have an open relationship built on mutual respect and trust, you can ask for the feedback you need so that you know your score.  You'll find out if that relationship really is as strong as you think it.  You'll find out what the key drivers are in their business.  You'll find out if you need to do some product development, some competitive research, or improve some internal processes. This gives you a benchmark so that the next time you ask for feedback, you'll be able to see if you've done the work you needed to do to maintain the relationship.

Be the scorekeeper

The last thing a client wants or needs is more work, so that's why the person keeping score should be you.  Be proactive and open about it.  Ask for it on a regular basis, and watch how quickly your opportunities with that client expand. 

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