The high-trust, high-touch model: How close client relationships build trust and deliver better outcomes

People can be dazzled by the interaction they receive from a provider when the relationship is brand new, but once they’re fully onboard, we’re seeing they quickly find themselves at the back of the priority queue. Does this sound familiar to you?

Successful partnerships don’t just happen, they require open communication, clarity, and delivery - both when things are going well and when the sailing is not so smooth. We’ve got more than a decade's experience working with long-term clients so we’ve learned first-hand the best ways for both service providers and retailers to work together.

OUR APPROACH TO ENGAGEMENT

Service delivery of any kind is memorable - people remember when they have been treated poorly, or treated wonderfully, regardless of whether they got what they wanted in the end. We can all recall the times we have been delighted or upset by a seemingly simple service interaction.

The reason we can all relate is that we are all, of course, human. No matter how automated a process is or how fast the industry shifts, how we treat one another is at the core of an authentic service relationship. To be successful as partners, we need to combine the best technology available with ways of working that unite us in our partnership. 

The partnerships we have with our clients are long-term and high-value. We’re proud to have great working relationships with the people we interact with and a reputation for being honest, transparent and delivering on what we say we will. There are a few key things we ensure happens everytime when we work with our partners (and each other):

  • We show up with a mentality of service and respect for our partners and the drive to ensure we understand their needs
  • No mysteries - everyone knows exactly what’s happening and when
  • We follow through and do what we say we’ll do

To build long-term trust, we believe these three key elements are required, not just some of them. Getting what you wanted but not feeling understood or respected along the way, or not knowing what was happening, is simply not a very satisfying experience. However all three combined, is a great foundation of long-term, high-trust, and valuable partnerships. 

While we are working in the field of software development, serving the ever-changing energy markets, we can’t lose sight of the importance of the human element to successfully deliver what we do every day. 

OPEN LINES OF COMMUNICATION & FEEDBACK LOOPS

Our high-trust, high-touch service model includes regularly seeking feedback from our clients. 

Hearing from our clients regularly means that if something isn’t working or if they are struggling with something we can look at ways to resolve it before it becomes a material issue. We make a point of owning mistakes early so we can reinforce the trust we have built with our clients.

The feedback we often receive as a Client Services group is that we are an attentive and reliable group to work with. Following through and working hard for our clients is important to us, and it’s a point of pride seeing this reflected back to us from clients.

Regular communication and seeking feedback works especially well when we are dealing with new clients too. It’s important we are learning about how they do things, what their priorities are and how best to respond to their needs.

The beauty of our engagement model is that there is room for flexibility in how we provide our service based on each individual relationship with our clients. The level of engagement a large retailer needs differs considerably compared to a small start-up energy business. We are aware of this, and this is why it is so important to maintain the personal touch with our partners - not everyone fits the same mould of client engagement needs.

Through establishing and maintaining good communication with our clients, they trust that we are highly reliable and, more importantly, we do what we say we will. If you’re struggling to understand where you stand with your software provider, contact us to learn about what great software and service looks like at Flux.