Good customers demonstrate certain behaviors as they work with your company. I’ll list some of the behaviors of our great customers. I call them Investment Behaviors because they demonstrate behaviors from customers who are invested in your firm.
1. Invested customers tell you how you can improve, with a caveat that they still love you. This is common. We ask our customers to pay us to deliver super value to them. I think we pull that off… most of the time. And when we don’t, our customers typically let us know: “Hey, you guys know I love you and that you are awesome, but you need to step it up here.” We improve because they tell us specifically how to improve.