The other day I was in a meeting with a client who related a story about a conversation he had had with a prospect. My client works in a industry that includes brokers fronting for others doing the actual work. His prospect wanted to see the actual plant and meet the people who would be doing their work.
“Not a problem,” my client told his prospect. “We work in a glass box, not a black box.”
So, with a quick and to-the-point phrase, my client demystified his operation and declared his honesty. Not a bad way to start a relationship.
We all live and work in a variety of glass and black boxes. Sometimes we have to have some secrecy or opacity to what is being done (mostly at the client’s request as they are more interested in the final product than in the process of production). However, by and large we need to be (must be) transparent with our customers.
Being honest and direct shows your customer that you have their best interests at heart and, by not being deceitful, are assuring them that the work will be done and done well.
Recently I had to hire a partner to help write a workshop for a long-time client. I was honest up front telling the client that we would be needing help and specialized help to complete and deliver the finished product. By being up front with the client, I was able to give them the best product at the best price and on time. By being honest with my subcontractor and letting them sit at the table with me, I was able to also cement that relationship and impress upon them their value to me and my client.
Do you work in a black box or a glass box? How do your customers perceive you?
Relentless
