Yes, ofcourse. Every start-up person may for once forget what his/her name is, but never ever his first client.
Pretty much as the name, do you remember the work you delivered or to be precise – the way you delivered work? The strategies you worked out till wee hours in the morning to surprise your client the very next day? The sweat and hard work you gave to actually understand the needs and want of your client and deliver more than what you were asked for?
Do you also remember how you made sure that every mail that goes from your id is so well drafted that each and every word sounds genuine and straight from the heart – or may be brain?
Then maybe you will also recall how each mail that your first client (or ‘first few clients’) sent you mattered so much so that, you sometimes read it twice & thrice to ensure that you didn’t miss any point in the mail.
You made a call to the client only after repeating the conversation in your mind so that you are able to convey everything crystal clear – leaving no rooms for doubts or confusion.
Also, you answered the call after few seconds to make sure you are well-prepared for anything that may be asked. You were ready with a pen and a sheet to ensure no point goes amiss from the conversation that would follow.
Another thing which I may take liberty to remind you of is – you actually followed the deadline provided by the client or given by you, under all circumstances. All because you knew the seriousness of the word – ‘deadline’.
You went for meetings – all prepared. You made presentations to prove your point and convey things in an impressive manner. You rehearsed things beforehand – be it a conversation you will have face-to-face or a presentation which you will be making. Perfection in delivery mattered and your words resembled your actions.
After a meeting, you prepared ‘Minutes of Meeting’ chart to remind you of what is to be done next. If something needed to be done within a very tight deadline, you made no excuse but instead made sure that the challenge is fulfilled so perfectly that the client is left wholly impressed with your start-up. You took your glitches seriously and made sure it’s not repeated ever again.
The level of energy, passion, commitment and honesty was immeasurable because that’s what you always wanted your start-up to be like.
The first part of this story ends here.
Now let’s move fast forward and try to figure out and analyze whether or not things are the same after few years of having started-up.
If you are among those who haven’t lost the passion and energy on your way, then a much respectful Kudos to you!
The thing is during the initial period while learning the nuances of a business, we play and act too careful in our ways. Any mistake could be disastrous and so no liberty is taken. Responses are made on time, work gets delivered beforehand, client calls don’t end up in missed call lists, excuses are not made, casualness is not employed and each step is taken in a very calculative and measurable manner.
Though entrepreneurship is all about spontaneity where you are always prepared to face any challenge, the difference lies in intensity of meeting those challenges. You may have come across some who have lost the focus and have become casual in their approach. May be because what was ‘necessity’ during start-up days has now gradually transformed into being a ‘choice’.
More than few clients, a team to support your dreams, some much-satisfactory balance in your account, etc has perhaps unknowingly faded the spirits and dampened the enthusiasm.
Not going further, below are few points to keep in mind:
– No matter how friendly relation you have with your client, the client still cherishes the sincere way of working. (Go back to what that means by thinking about your first client)
– Ignorance on your side on few things may be ignored for initial few months or year (if you are lucky), but if that starts affecting the work delivery, the client will choose to move on to a more competitive agency/company.
– The client may not call you frequently or mail you about what is ‘not’ being done. It’s your duty to make sure you are not missing out on anything which you once promised the client with.
– The client may pay you and also give you new projects to work on, but that’s only till he/she hasn’t found anyone better than you. And that ‘discovery of a new replacement’ may happen anytime – even while he is partying or talking to a friend over phone – referrers are all around! So better keep delivering up to satisfactory level always.
– Keep mailing about any progress in work or any opportunity that you find in client’s industry. A proactive agency is what every client looks out for.
– Never ever ignore any of your clients, no matter how many you have. Keep a list. Monitor what you have been delivering and try organizing a review meeting with every client to keep things going in an effective manner.
Treat every client (attitude wise) like your first client. That’s the mantra.
Have a rocking entrepreneurial journey!
Best Wishes!
Anamika Joshi