The Pursuit of Client Happiness : Bring in the Shadow Resource

Summary

Most people think a happy customer is a myth. However, it’s the emotion of happiness that usually drives customers to choose your brand over all else. While pursuing the hearts and minds of customers can seem daunting and challenging, it need not be so.

With the help of shadow resources, organizations can:

1. Safeguard clients from unexpected losses and deliver continued value
2. Prevent employee burnout by having stand-by resources who can quickly grasp requirement needs and be hands-on in implementation if or when the need arises.
3. Empower employees to learn different technologies and avoid propagating a culture of hero worship.
4. Ensure that an organization’s customers equally stand to gain a ton of value from the project’s implementation.

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Most people think a happy customer is a myth. However, it’s the emotion of happiness that usually drives customers to choose your brand over all else. While pursuing the hearts and minds of customers can seem daunting and challenging, it need not be so. One way of achieving this is to set a target and raise the bar higher each time you reach your target. Transforming this practice into your routine can help you exceed client expectations because just meeting them is not enough anymore.

To complement this process, you can also add product mindset to the mix that places extra emphasis on going above and beyond for your clients every time the need arises rather than focusing solely on completing tasks. When a challenge arises, assess the situation, get innovative and think about the bigger picture, not only the problem at hand. This will empower you to not just go big for your clients but also keep them happy the entire time.

On way of keeping clients happy is by utilizing a shadow resource that can spring into action, should the need arise. Shadow resources are Adtech’s way of mitigating project risks by having support individuals in place to assist the employees who are taking the helm of the project and to mitigate any and all future risks.

The clients are informed about this well in advance and are made to see how having shadow resources on the project team can save a lot of headaches should complications arise. Furthermore, no additional costs will be needed to maintain these shadow warriors and it’s a win-win situation for all parties involved.

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We go to such great lengths for 3 key reasons:

  1. To safeguard our clients from unexpected losses that could occur during a project and deliver continued value to them.
  2. To prevent employee burnout and have a stand-by resource who can quickly grasp the requirement and be hands-on in implementation if the need arises.
  3. To empower employees to learn different technologies and avoid propagating a culture of hero worship.
  4. To leave both our clients as well as their customers satisfied and smiling by ensuring that all parties involved in the project benefit equally from it.

A shadow resource also helps our clients see how serious we are about the project and treat it like it’s our own. That we’ve weighed the possibilities of things going wrong, looked at all the possible contingencies and have come prepared to the table.

In conclusion, the secret to keeping your clients happy is by keeping their customers happy and showing a great degree of care and support towards their business needs. This level of ownership and commitment displayed by the team at Adtech stems from our passion for quality and our thirst for innovation.

Balasubrahmanyam Vinjanampati’s (aka Balu’s) greatest ability lies in developing deep-rooted relationships with clients and ensuring that the teams go above and beyond to do right by them. He is the Chief Delivery Officer (CDO) at Adtech Corp. Balu has more than 15 years of experience under his belt in all aspects of technology services such as delivery, sales, and client engagement. Prior to working in Adtech, he has also successfully handled projects in various domains like Telecom, E-learning, & E-commerce in North America and Australia.

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