Posts Tagged ‘relationship building’

Building positive relationships among stakeholders is paramount to the success of any kind of business. Interestingly, different stakeholders are not the same in nature and the way we can build relationships is by no means the same. However, we can identify few things, which are important to any kind of relationship.

First, what is a relationship? Depending on the context, there can be many interpretations to the term “relationship” but generally, it means something about a connection. In order to sustain the relationship, this connection should create value to all the parties. Therefore, the basis for building relationships is about creating value for all the parties.

The trust between parties is very important when building relationships. It is so important that we can call the level of trust as the strength of the relationship. Then how can we build trust? The heart of building trust is about being truthful.  Always tell the truth and never miss a promise, then you can be truthful. In addition, if you could be there for other parties and be friendly with them that will greatly help to strengthen your relationship.

Having a good relationship with clients will greatly help you as a consultant. In fact, one important aspect of good consultation is about building relationships. Without a good relationship, you will not be able to get the client’s confidence and trust. Without confidence and trust, no one will ask your help. If nobody is asking your help, then you are no longer a consultant.

When I first heard about this concept of “having a service failure could results a better customer satisfaction than not having a service failure”, I thought this is some kind of joke. However, I soon found that there are number of studies done on this topic. Interestingly, this paradox of service recovery is supported by many management theories such as expectancy-disconfirmation theory, script theory and commitment-trust theory. Therefore, it is worth to have a more serious look at the implications of this paradox.