Customer Interaction Patterns


By: L. Rising
Published in: PLoPD4
Pages: 585-609
Category: Customer Interaction, Organization and Process

Summary: For developers who interact with customers.

Pattern: It's a Relationship, Not a Sale

Pages: 587-589

Develop a rapport with your customer. Focus on your relationship, not the current transaction. Use Know the Customer and Build Trust

Pattern: Know the Customer

Pages: 589-592

You're using It's a Relationship, Not a Sale and trying to establish rapport with a customer. Learn as much as possible about the customer. Use Be Responsive, Customer Meetings: Go Early, Stay Late; and Listen, Listen, Listen

Pattern: Build Trust

Pages: 592-595

You're using It's a Relationship, Not a Sale and trying to establish rapport with a customer. Every contact with the customer is a chance to build trust. Take advantage of it. Use Be Responsive, Customer Meetings: Go Early, Stay Late; and Listen, Listen, Listen

Pattern: Listen, Listen, Listen

Pages: 595-597

You're using It's a Relationship, Not a Sale, Know the Customer, and Build Trust. Listen to the customer with intent to understand. Be Aware of Boundaries, Mind Your Manners, and Show Personal Integrity

Pattern: Be Responsive

Pages: 597-599

You're using It's a Relationship, Not a Sale, Know the Customer, and Build Trust. When you receive a request from the customer, let the customer know you received it and how you plan to resolve it. If you can't get resolution as promised, contact the customer and say what you've done thus far. Be Aware of Boundaries, Mind Your Manners, and Show Personal Integrity

Pattern: Customer Meetings: Go Early, Stay Late

Pages: 600-601

You're using It's a Relationship, Not a Sale, Know the Customer, and Build Trust. Arrive at customer meetings early enough to meet other attendees and spend time socializing. After the meeting, allow a little time to talk to others with common business interests.

Pattern: Show Personal Integrity

Pages: 602-603

You're using It's a Relationship, Not a Sale, Know the Customer, and Build Trust. Don't withhold important information from the customer. Be Aware of Boundaries

Pattern: Take Your Licks

Pages: 603-604

You're using It's a Relationship, Not a Sale, Know the Customer, and Build Trust. Don't argue. Try to understand how the customer's business is impacted. Don't try to appease the customer by making promises you can't keep. Be Aware of Boundaries

Pattern: Be Aware of Boundaries

Pages: 605-606

You're using It's a Relationship, Not a Sale, Know the Customer, and Build Trust. In your interactions with the customer, treat every conversation with the customer as part of a negotiation. Don't discuss commercial considerations, e.g., price, cost, schedule, and content, that aren't your responsibility. Mind Your Manners and Show Personal Integrity

Pattern: Mind Your Manners

Pages: 606-608

You're using It's a Relationship, Not a Sale, Know the Customer, and Build Trust. In your interactions with the customer, be polite, dress appropriately, and show respect for everyone, including competitors. Be especially careful with your interaction with others from your company in front of the customer. Show Personal Integrity