与客户搞好关系的5大要点.docVIP

与客户搞好关系的5大要点 Transforming Lords into Partners Recently I received an email from a Fortune China reader with an excellent question. 最近，我收到一位财富中文网读者的电子邮件，提出了一个非常好的问题。 Essentially she told me: 她在信中写道： “I feel deeply frustrated about the way our customers treat us…they always act as “Lords” and expect us to just be obedient servants. They act so high and mighty, are often rude, and say things like ‘we pay the money so you just have to do as we say.’ What can I do to change such relationships?” “客户对待我们的方式让我深感沮丧……他们总是摆出一副‘上帝’的样子，希望我们像仆人般顺从。他们趾高气扬，粗鲁无礼，常说‘我付钱，你就得照我说的做。’这种话。要改变这种客户关系，我应该怎么做？” This is a very common situation in a region where partners are more often referred to as “vendors” and is based on a very old model of business: the model where customer is Lord and service providers are seen as obedient servants, sometimes as slaves. As a young man I worked as an account executive in an advertising agency and experienced this model regularly. 在那些把合作伙伴当作“供应商”，沿用老掉牙的商业模式的地区，以上情况屡见不鲜。在这种商业模式下，客户就是上帝，服务供应商被当作顺从的仆人，甚至是奴隶。年轻时，我曾经在一家广告公司担任业务经理，那时就常常遇到这种情形。 I recall one client, a global company that were in the habit of snapping their fingers and making outrageous demands, on short notice and expect us to work miracles. We often did just that, never got so much as a thank you, but could expect verbal abuse if we made the slightest mistake or did not move as fast as they wanted us to. In fact, on my first day serving this client, when I arrived at their office, I was led outside by a janitor and told to sit on a bench and “wait here in case they need something.” It was clear that the previous agency had been trained to have someone sitting patiently on that bench at all times, waiting for the “Lords” to snap their fingers. 我记得，曾经有一个客户是一家跨国企业，这家公司对合作伙伴总是抱着“呼之即来挥之即去”的态度，常提各种过分要求，而且给的任务时间还特别短，总是希望我们能够创造奇迹。而我们通常都尽力达到了他们的要求，却从未听到过一声“谢谢”；一旦有半点差池或无法赶上客户要求的进度，我们还要挨骂。事实上，在我第一天接触这家客户时，我就在他们的办公室领教到了这一点。当时我被门卫带到办公室门外，他叫我坐在一张凳子上，告诉我“在这里等一下，等领导需要时再见你。”显然，以前的代理商都被这家客户训练得没了脾气，次次都派人耐心地坐在凳子上等候“