Building relationships is grounded in trust. Trusting you means you are going to look out for your client's best interest. You represent your client. Your clients do and should expect you to address, sooner rather than later, any issues they are facing with your products or services. If there is an issue with quality, delivery, performance, billing, accounts payable or anything that is a part of your product or service, it is not your client's issue it is YOUR ISSUE.
Roger Staubach, the hall of fame quarterback for The Dallas Cowboys, launched a commercial real estate business after his professional football career and turned the industry on its head, when he introduced his business model which was simply; representing the tenant and not the landlord. He and his associates entered every negotiation with the tenant's best interest in mind. They did not represent landlords! The business model was a huge hit because the tenants knew they could trust his company. He owned the issues as far as the tenants were concerned.
You are responsible for taking care of your client. To the client you are. "the business" so don't pass the blame on to the department back at the office that is responsible for the function that is not meeting client expectations. Your client's have enough to deal with without wondering if issues with your company are going to get resolved fairly and quickly. Your clients are doing business with you, not your company and they expect you to take care of them. People do business with people, so make sure that after you gain their trust, you jealously guard that trust by OWNING THE ISSUE.
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