We're in it for the long haul with our clients. It’s a point of pride that some have been on board since year one, teaming up with us on dozens of projects across all kinds of different areas. It’s more than business; it’s a growing partnership that gets stronger with every new challenge we tackle together.
This is how we approach this challenge:
1️⃣ We Get to Know Our Clients
Getting to know our clients is our first order of business, and we do it through a multi-layered approach: understanding the individuals, their roles, the company, and the broader market and industry. To put it simply, information is the cornerstone of relationship-building. Staying abreast of market trends, industry shifts, and significant changes within your client's organisation is crucial for a meaningful connection.
To thoroughly understand our client, we engage in extensive research. To structure this information and make it readily accessible to our team, we compile it into a 'single source of truth'—essentially, a client-dedicated wiki within our Notion. This is where we keep notes, add links to articles or documents etc.
To research, we follow a reverse funnel approach. This is a process that looks actually like a reverse funnel or a megaphone if you like. 📣
The Reverse Funnel Approach
2️⃣ Expectation Management & Responsiveness
We know that responsiveness is one of the most critical elements of customer satisfaction, so at REBORRN we follow this rule:
You can read more in the article below, which describes how we maintain healthy relationships in terms of responsiveness and expectation management.
3️⃣ Client Communications
We prefer fast, clutter-free communication through instant messaging rather than emails. We are very flexible with the actual tool and we are open to using our client’s preferred one.
Instant messaging offers several advantages over traditional email:
- Speed of Communication: Instant messaging allows us to have real-time conversations, leading to quicker decision-making and problem-solving. Also, they are usually more informal, so no need to structure a message like “Dear X, hope this message finds you well…. etc.”
- Reduced Clutter: Unlike email inboxes that can get overwhelmed with messages, instant messaging tends to be more organised and focused on immediate issues.
- Ease of Use: Instant messaging platforms are generally user-friendly and accessible on various devices, enhancing accessibility and convenience.
- Enhanced Collaboration: Most instant messaging tools come with features like file sharing, video calls, and group chats, fostering better collaboration.
So, we usually connect through:
- Slack
- MS Teams
- or any other tool.
In summary, instant messaging helps us build a partnering relationship with our clients, focusing on what is important while ensuring quick responsiveness and effective collaboration.
4️⃣ Client Events
Well, we are big fans of the motto “work hard, party harder”, and we like to do so with our partners.
We want our parties to be unique and memorable, like this one:
However, we will also ensure that we meet with our clients on other occasions, always ensuring that they are purposeful — for example, they will have the opportunity to network, connect, learn or just have fun.
Take a look on some examples:
Working from the Beach
We spent one day working from the beach and we invited our clients to join us. Of course, drinks and dancing (as well as swimming for anyone interested) followed.
TEDx
We facilitated an interesting panel on the Future of Work at TEDx Athens 2022 and invited our clients to attend the full event. Two of them were also part of the panel. 😎
Communities
We believe in the power of a purpose-driven community and that it can have a great impact so we are great supporters of the idea. Our first-ever community is CX Greece and it is open to the general public, not only our clients.
- You can learn more about it here.
5️⃣ Client Gifts
We have established a ritual of sending a gift to our clients once a year. When it comes to gifts, we follow these principles:
- Purposeful
We believe that each gift should be meaningful and thoughtful, always connected to our purpose of “finding better ways for the world to work.” This is why we steer away from the generic goodies baskets.
For example, once we sent to our clients around the world the book “Why We Sleep” along with a Tempur Pillow because we believe that sleep is the cornerstone to personal well-being and success. Another time, we gifted a Smart Garden to promote wellness and healthy living, but also a sense of environmental consciousness.
- Timing matters
We prefer to surprise our clients unexpectedly rather than send gifts during traditional gift-giving periods (like Christmas or Easter).
Note: Of course, we give the same gifts to REBORRN employees.