Axispoint’s corporate vision is “To be the trusted technology partner to our clients.” We have been embarking on this vision for years. It’s the overarching theme that drives our culture and business. Though the words seem simple enough, it is extraordinarily difficult to achieve true partnership with your clients. In the IT world, the word vendor is often heard and used by companies looking to employ technology services. I cannot stand this word! A vendor to me implies an arms length relationship, low value provider, procurement, etc. At Axispoint, we strive for partnership, i.e., having a close and consultative relationship with our clients, providing high value-added solutions, and strong customer care, all at a fair price.
Why is this so hard to achieve? The key hurdle in developing a partnership is establishing real trust. Trust cannot be blindly granted or assumed, and there certainly isn’t any magic pixie dust that makes clients suddenly let you in. Trust has to be earned. You need permission to establish the next level of relationship. Therefore, partnership isn’t really an event or something you can singularly do; it’s a journey that takes time and commitment. At Axispoint, with a new client we often begin with a smaller project, typically a technology consulting engagement where we truly demonstrate our value-add. And interestingly enough, we actually begin the process of over delivering during the sales cycle before the project is landed. Our objective is simple: listen closely to the client’s business challenges and needs, and then design the right technology solution to meet those needs. The more cookie-cutter solutions (one size fits all) you offer, the more likely you will be a vendor. Once we deliver superior work for our new clients, we have begun the process of earning trust. Typically, this leads to more work and larger projects, and the cycle becomes viral.
Interestingly enough and most importantly, you have to realize the journey never ends. Once you have earned your client’s trust by providing the right solutions and putting the customer first, you have to repeatedly execute. Services businesses can lose trust far faster than it took to earn it, which is why continual customer care is paramount to our business. Trust and execution drive partnership status. There is nothing inherently wrong with being a vendor if that’s your business model. At Axispoint, we cherish long term client relationships, attempt to offer technology solutions that make a difference to our clients, and in turn strive to achieve superior organic growth. What is your business model? Do you want to be a vendor or a partner? How will you execute your strategy?
Comments