Client Loyalty Depends Upon Business Integrity

[ 0 ] May 22, 2015 |

Most of us are trained in school, sports and in employed endeavors to exceed expectations. This is the basis for how better grades are achieved, and recognition and reward are provided. The idea of putting one’s best out day after day on behalf of our clients to supersede their expectations seems to have gotten lost for many along the way. While it seems it is far easier to take the money and run, the end result usually proves the opposite. It would have been far better to excel in delivering on promises made.

When the economy was strong, I witnessed people charging extraordinary sums of money for services but they did not always deliver on what was promised. Unfortunately for the buyers, the legal paperwork was worded in such a way that there was no recourse to be reimbursed. During a robust economy, it’s easier to get away with this behavior although not admirable. In today’s economy, money is still tight, making it more important than ever to proceed honorably toward your clientele.

The above memory came to mind today, upon having to relieve Joe from a bi-monthly service for which he was hired. The problem was, Joe eagerly took the money, but he did not provide the service for which he was paid. As soon as this came to my attention, Joe was fired. The person, who recommended Joe told me I had no right to let him go on the spot.

My reply was swift. I relayed that no one has the right to take money but not deliver on the promised service. It was further stated that an ongoing relationship of this type is unfathomable. Integrity is everything. As a sales trainer, I teach that over-delivering on expectations is the only way to develop a loyal and referring clientele over the long-term. My message was heard.

A question related to the above story is, would you trust the person defending Joe with future recommendations? Any time you have an inkling of doubt, it is your duty to question, analyze and make a factual decision as how to best proceed in the future.

Balance Give and Receive, but Don’t Take

I’m very fortunate to belong to an excellent group of sales peers. Tim Ohai, CEO of Growth and Associates, shared his philosophy emanating from Hawaii, that spoke to me. The Hawaiian word is pana’i. It means to give and receive, but don’t take. This one expression summarizes the better approach, not only for business but also for life.

Consider those services you revisit from time to time, and the reasons for doing so. They must offer a product or service to your taste and in which you see the value. And, you are treated with respect. Most likely when you need to give gifts at holiday time, you revisit the same options year after year for those very reasons.

Questions to Consider

  • The balance of giving and receiving works in a multitude of ways. It might be a good idea to revisit all the activity you are immersed in to determine if you are doing your part. For example,
  • You may receive many re-postings of your online content, but do you make it a habit to reciprocate?
  • When people make referrals or provide you with testimonials, do you do your best to return the favor?
  • Do you appropriately deliver what you promise to clients?
  • Do you thank clients upon delivery as well as check-in at a later date to be certain satisfaction still remains?

Working with the balance of giving and receiving in mind, and without taking, defines your personal brand and will lead you to the Smooth Sale!


Elinor Stutz, CEO of Smooth Sale, delivers inspirational keynotes at conferences and authored two books: The International Best-Selling book, “Nice Girls DO Get the Sale: Relationship Building That Gets Results”, and community service led to the writing of her second best-selling book, “HIRED! How to Use Sales Techniques to Sell Yourself On Interviews.”

CEO World Magazine named Stutz as one of “The brightest sales minds to follow on Twitter” while both Inside View and Open View Labs designated her as a Top Sales Influencer. RiseBoarders continually rates Stutz as a top sales guru. Stutz is featured on the cover of the March 2015 Sales and Service Excellence e-Magazine:

Stutz contributed to Microsoft e-books, her blog is distributed among companies, and numerous articles appeared in and U.S. News and World Report. NowISeeIt included the Smooth Sale Blog to their list of “Top 100 Most Innovative Sales Bloggers.” Her sales seminar was filmed for Eduson.TV headquartered in Russia. Stutz consults and speaks worldwide.

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About Elinor Stutz: Elinor Stutz, CEO of Smooth Sale, delivers inspirational keynotes at conferences and authored two books: The international best-selling book, Nice Girls DO Get the Sale: Relationship Building That Gets Results, and community service led to [...]
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