The values
Why values matter
In Baianat, our culture, organizational design and process reflects our core values. In some companies, these values are just hung on walls, but in Baianat, we make sure all our actions convey what we believe in, and that our production reflects who we are as human beings.
This doesn’t only help us internally with keeping everything consistent and setting the bar for communication, but also affects our clients and partners relationship positively. Not just because your set of values sets you apart and creates a different DNA for your company, but also because people love working with those who have a cause and true essence.
That’s why some giant companies spend a lot on advertising their values and making sure that it’s well communicated with their audience. For instance, we would definitely deal with a company that deals with raises the values of honesty or enviroment protection, rather than regular businesses. It makes us feel good about ourselves.
Serve
The whole point of your business existence is helping the client. Not selling your services or products. This is what most companies fail to understand.
Once they get in touch with a client, they start showing off their solutions and talking about themselves. They neglect the client. And instead of focusing on building a human connection, they keep bragging about their business and negotiate the possible revenues.
However, in the business world, what is built on money only can never last. Clients are not walking wallets. And transforming business connections into transfers leads to disasters in communication leading to more loss than gain.
Ofcourse
Wow is not the target. People forget wow, unless they're always wowed. And if you wowed them once then represented something is just great, they'll think of you as an average person.
Also, “wow” is relative. Some people might be fasnitacted with just a follow up call, while others won’t even smile if you gave them a 5000$ purchase coupon.
That’s why in Baianat, we are always seeking the word of course. Because when people find something or someone that matches their worldview, ideas and beliefs it's rarely they forget about it. Why? Because ideas is what brings people together or apart.
So if you got them to say of course to your product or service you gained them already by your side. In addition, creating a wow is easy and doesn't necessarily impose authenticity. On the other side, seeking of course is hard, but definitely authentic.
Consistency
Having hassle in your production can cause bad client experience. When everyone in the project team are not on the same line, disasters can happen like: presentation arguments, commitment conflicts and unclear delivery dates.
This is not the only case of vibrant experience, but when the players are not following the values of the brand and talking through its voice, clients usually don’t feel comfortable.
Consistency is rare and companies who master it thrive as they provide a high level of trust. Clients gain stability when they know you will keep providing them with the same experience no matter what happens. And with stability comes trust.
Most important, consistency doesn’t mean treating all customers the same. They have different needs, expectations, and personalities. Their level of experience with your company is different. Their ability to describe issues is different so they want to interact with someone who understands them uniquely.
Speed
While customer care could be an integral part of your daily activities, this is not the case for your clients. When they call for an issue, they expect to get done in short so they could get back to their lives. And capitalizing on the factor of speed can reduce the levels of frustration because your clients will; no longer wait on line or in a queue.
And while some clients prefer solving issues through calls, others may prefer looking it up on your website or chatting with your online bot. However, if they discovered a faster channel to get things done, they would surely shift to it.
In Baianat, we believe that we shouldn’t make clients call if they don’t have to. If they can solve their problem online on our website or even better, avoid it, this should be the target no just getting 100% resolved issues with every call.
Being fast can also be a competitive advantage. And if you can develop a reputation that you’re the fastest in support, delivery or any other area, you would surely nail it in a rapid world.
Personalization
Putting all the eggs in the same bucket is the opposite of true customer care. Each client has a unique set of needs and expectations. And most importantly, each one should be important equally to your business.
By sending the same reply to all your clients, you're not only making them feel less important, but common. After all, it would be weird to send a formal email to a client while all your communication with him has been fun and through informal channels like WhatsApp.
If you’re not keeping your treatment same in every interaction, clients are likely to feel that you are weird and will eventually abandon your service. It doesn’t matter how great your brand strategy is, as long as you don’t understand the client needs and fulfill it.
And in order to do that, you need to get with them on the same wavelength. Go beyond what they requested and dive deep into their drivers. For example, are they looking for a technical partner because they can’t do it or because they want to focus more on operations?
Through the conversation, you can easily discover many unique things about your client and use it later for a more personalized communication. From the way he describes his problem, to his tone of voice and background, you can roughly identify their personalities and provide answers they would like to hear.
Also, you should pay attention to the psychological state of the person you’re talking to. Serving busy or pressured businessmen is different.
This can’t be done overnight. It takes practice to be able to read human feelings. But as we say in Baianat, once you master it, you will be providing the quality service, plus an authentic personal support.
Ownership
We take ownership of what we do. Including our mistakes. And with every new project handed to any of our team players, they are encouraged to pour their souls into creating something they would be proud of.
It’s not about getting the task done. Earning clients’ hearts requires dedication. After all, someone's else's dream is in our hands and we respect our partners trust. So we tell every player "It’s your project, do the best thing possible and strive for its success".
Approaching projects with this mentality turns issues into challenges, and every success into a celebration feast. We work closely with our clients to better understand their needs and articulate solutions that addresses the final user concerns.