By Marc Gordon
Next to actually getting paid, receiving gratitude and appreciation from clients is the best things any supplier, vendor or consultant can get. It’s what makes the long hours, telephone calls, fact checking and presentations worth it.
Appreciation and gratitude does not come easy or quickly. It can take years of providing the highest level of service and products. In fact sometimes a supplier will never receive any sign of appreciation beyond a cheque for the amount of the last invoice.
When you are lucky enough to get that extra nod of approval, make sure to get the most out of it by asking for a written testimonial and/or referral.
But can there be a point when clients hold you in too high a regard? The answer is yes. And this is The Messiah Syndrome.
It can happen to anyone who others seek for advice, guidance or answers. It can happen to suppliers, consultants, doctors and politicians.
The Messiah Syndrome is when someone seeking help, input, information, answers or direction places the success of all their goals and objectives on the wisdom and guidance of one individual.
When this type of situation exists, there can be no success for anyone involved. For politicians it can result in losing support and not getting re-elected. For small business owners, sales people and consultants it can be just as challenging and stressful. The pressure to meet expectations and have all the right answers can be overwhelming when the person waiting on your every word is just a phone call away.
A number of years ago I met a client who was having a tough time with her marketing program. She felt she was spending too much and not getting enough of a return. During our first meeting I reviewed her marketing materials and gave some general recommendations. A week later she was raving about the difference in business and how much she was saving in advertising. During our conversation she told me I was “an angel sent”.
At the time I didn’t give this comment much thought. I was just appreciative that she liked my ideas. But in hindsight I realize she had created a role for me as the catalyst that would bring her success. Over the next few months, she never questioned my advice, doing everything I suggested. Even when I asked for her input, she refused, saying I knew best what needed to be done.
The truth is I never had all the answers. Who does? But I had been placed in a position of not just providing guidance or even influence, but control. What started out as consulting had turned into a virtual management position.
I was doomed to fail. Her expectations of me had become so unattainable, there was no way I could ever deliver on them.
Eventually I ran out of answers. And she ran out of patience. I had been given a responsibility I never wanted nor could even accept. And she was looking for more than just guidance. She wanted clear instructions on how to succeed. This would allow her to feel she could be released of any responsibility regarding the success of her business.
South of the border, we see a new president that came to office with an entire country believing he can provide answers and solutions to the economy, the war and America’s place in the world. Can he? Only time will tell of he is able to meet the expectations (as unrealistic as they may be) of those who elected him.
Perhaps you have clients that have unrealistic expectations of you. Whether it be level of service, price or quality, you must prevent yourself from being viewed as capable of doing no wrong.
The key to doing this is not allowing positive feedback to go to your head. As hard as it may be, you must keep your ego in check. Take every compliment as simply a sign of appreciation for a job well done.
Take the success of each project or transaction as a single occurrence rather than as a winning streak.
If you keep yourself grounded, understanding that you are only as good as your last happy client, it will have a positive impact on both your ability to please your clients and their idea of what to expect from you.
Marc Gordon is a professional speaker and marketing consultant based in Toronto, Ontario. His firm, Fourword Marketing, specializes in helping businesses create a brand identity and developing effective marketing campaigns. Marc can be reached at (416) 238-7811 or visit www.marcgordon.ca