I recommend Getting Naked by Patrick Lencioni to all of my small business clients looking for advice when they’re starting up a new business.
Ultimately, the book lays out a framework of “naked” service that’s all about being vulnerable with clients – “embracing uncommon levels of humility, selflessness and transparency for the good of a client.”
“We find that clients are more interested in candor, modesty, and transparency than they are in confidence, authority, and perfection. That’s not to say that competence is irrelevant; clients need to know that we have the knowledge and experience to help them. But once we’ve reached that level, the best way to differentiate ourselves from competition – not to mention help a client implement the ideas we’re recommending to them – is to be vulnerable with them.” — Getting Naked Summary Article
My biggest takeaway from this book as a self-employed person is that I don’t have to know everything and be everything to every client. I’m an expert at custom WordPress solutions for small business customers and I think strategically about how I build and design. But more than that, my clients choose and refer me because of my authenticity and honesty.
Lencioni argues that naked service builds remarkable client loyalty, and I completely agree. What are some of your favorite customer service related books?