sbseditone

This issue, our focus - although this wasn't deliberate - is on the old, new and back to the old, as we look at client relationships and some of the fluctuations these go through.

The real theme, though, is that - try as you might - it is just not possible to systematize or 'boiler-plate' relationships with your clients if you want to provide good customer service. Clients need to be handled on a case-by-case basis. Having to use a dedicated series of behaviors with each client is demanding but a necessary skill to master to make your services firm successful. Some may prefer e-mails to telephone calls, while others want calls and not letters. Some want just a written report, others a verbal presentation - and then they surprise you by asking for a report as well!

A services entrepreneur has to find out what makes each relationship tick and then manage it accordingly....

We've also tried, as we do with each issue, to include a range of tips and advice. Some of these tips deal with testimonials, speaking engagements, payment practices at client companies, how to sell concepts, and more.