How To Be A Sticky Company

Making Your Clients Love You 

by Jon Pederson

How To Be A Sticky Company

Perform…

Comply…

Compete… 

Preempt…

Caution…

Promise…

Doing what's expected

Let others win (occasionally) Don't stop being the best Do it before they do Say what needs to be said Be committed/responsible

How To Be A Sticky Company

Perform:verb

I have my duties to perform CARRY OUT, do, execute, discharge, bring about, bring off, accomplish, achieve, fulfill, complete, conduct, effect, dispatch, work, implement; informal pull off; formal effectuate; archaic acquit oneself of. ANTONYM neglect.

How To Be A Sticky Company

Perform: 

People expect you to do what they hired you for.

How To Be A Sticky Company

Perform: 

Unrealistic expectations is not an excuse. 

(but it does need addressing… quickly)

How To Be A Sticky Company

Perform: 

It doesn't mean you do things you didn't commit to.

Doing what you say makes you trustworthy.

How To Be A Sticky Company

  

trustworthy = sticky

How To Be A Sticky Company

Comply: 

You may have experience, but the client has intuition.

How To Be A Sticky Company

Comply: 

Express your opinion, but go with the client's gut.

(it might not be the best, but they need to own it)

How To Be A Sticky Company

Comply: 

But be balanced, don't let them drive off a cliff.

Complying shows you're flexible.

How To Be A Sticky Company

  

flexible = sticky

How To Be A Sticky Company

Compete: 

Know who you're up against, and why you're different.

How To Be A Sticky Company

Compete: 

What's worse than a client asking why you're better?…

…and you not being able to answer.

How To Be A Sticky Company

Compete: 

Tell them what your competition is doing before they find out.

Being ahead tells them you're a leader.

How To Be A Sticky Company

  

leader = sticky

How To Be A Sticky Company

Preempt: 

Get to it before others do.

How To Be A Sticky Company

Preempt: 

Try to anticipate what the client is thinking.

Call them before they call you!

How To Be A Sticky Company

Preempt: 

Put yourself in their shoes, every day.

This shows them you're approachable.

How To Be A Sticky Company

  

approachable = sticky

How To Be A Sticky Company

Caution: 

Share your concerns and predicted outcome.

How To Be A Sticky Company

Caution: 

People don't want to make mistakes…

so help avoid it.

How To Be A Sticky Company

Caution: 

You don't need to be demeaning to be concerned.

If you share your concerns it shows you care.

How To Be A Sticky Company

  

caring = sticky

How To Be A Sticky Company

Promise: 

Whenever you can keep a promise, make it.

How To Be A Sticky Company

Promise: 

People care more about you keeping little promises,than making big ones.

If it's in your control to follow through, don't hesitate to promise

How To Be A Sticky Company

Promise: 

Promises are constantly broken.

If clients can count on you, they know you're reliable.

How To Be A Sticky Company

  

reliable = sticky

How To Be A Sticky Company

Perform… trustworthy

Comply… flexible

Compete… leader 

Preempt… approachable

Caution… caring

Promise… reliable

AND…

How To Be A Sticky Company

  

communicate

How To Be A Sticky Company

  

Some clients are not worth keeping.

When you're being sticky,the option is yours to terminate with honor.

How To Be A Sticky Company

  

Thank you! 

@jonpederson / jon@pondry.com (volunteers to buy me beer?)