Achieving Visibility

Your customers don't think about you as much as you think about them

Make yourself visible to your customer. To rise to the level of a trusted adviser and differentiate yourself from your competition, visit your customers in person on a regular basis. This approach has many benefits: it strengthens the relationship with your customer; it gives you an opportunity to learn their needs directly and through nonverbal clues; and it enables you to see firsthand who your customer regularly interacts with in their organization and the many facets of their work life that remain hidden on the phone.

Do whatever you can to keep yourself on the customer's mind, by emailing or sending personal notes and letter. Your customers don't think about you as much as you think about them, so ensure they think of you first when the opportunity arises. But beware -- don't become annoying.

ACTION POINT: Look for opportunities to be with your customer in person.