110 percent – that is to exceed client expectations by performing contracts more diligently, more extensively, and faster than actually agreed. That’s the real meaning of client orientation, says Walter P. J. Droege, executive managing director of Droege International Group AG.

To exceed client expectations: Walter P. J. Droege, executive managing director of Droege International Group AG. Clients always opt for the product and services generating the highest degree of benefit to their purposes. However, in particular in the current global crisis we noticed that companies are so focused on the cost side of their business that they frequently entirely lose sight of their clients’ needs and wishes. And that causes clients to seek other sources – either because product quality and services have deteriorated due to cost savings, or because competitors have spruced themselves up. The consequences are the same: vital liquidity just dries up.

Those seeking to emerge from the crisis in a better shape than before will have to focus on two aspects: cost reduction and revenue optimization. And the latter depends exclusively upon client satisfaction. Only those businesses capable of determining and analyzing their clients’ problems faster than others and then able to solve these 110 percent are capable of distinguishing themselves fundamentally from their competitors and establishing long-term ties to their clientele. And that’s the key to success.

This article was published on May 29, 2009, in the Handelsblatt special “Kundenorientierung” on client orientation.