Consistency. Defined in the Oxford Dictionary as ” The quality of always behaving in the same way … happening in the same way and continuing for a period of time”.
Delivering quality, consistent service keeps clients happy. Happy clients stay with their suppliers. (Note the emphasis on “quality” – it doesn’t help to be consistently pathetic by not returning calls, not delivering on time, not invoicing correctly etc, etc.)
No matter how much new business we B2B sales folks bring in, if the company as a whole doesn’t deliver consistently once the honeymoon period is over, the potential value of that account is lost. A tad frustrating, especially when commission earnings are based on annuity sales or spread over a lengthy time period. Not to mention the personal embarrassment experienced by salespeople who then have to apologise, make excuses or even feel forced to lie to their clients on their company’s behalf. It’s enough to make someone resign.
Ridiculous, isn’t it? To allow a business scenario to evolve where, after such a happy-smiley start to the relationship, clients end up having to nag and nag and then literally throw their toys to actually to get something that they are paying hundreds, thousands if not millions of rands for. In some cases clients should be sending their suppliers an invoice for their time.
Be consistent in every way. It says “You can count on me”.