Customer

When should the respective relationship be driven more by a consult or serve approach? In other words, when should the team, as a supplier, operate more in the consulting or in the serving mode? And then where the team is clearly the customer, what do you prefer more, to be consulted or to be served?

This is a wide-ranging term. Focus on the balance between schedule, budget and quality, the so-called golden triangle. Look at each of those key business relationships, whether you are customer or supplier. Which is most important: schedule, budget or quality? And why? In difficult situations, which of the three are you most willing to sacrifice or to compromise? Which factor should never be compromised?

This, too, is a wide-ranging term. Focus on the following essential question: When should the team – as a supplier – allow its customers – internal or external – to influence how you do your work, in other words your internal processes? Now flip it around. In those relationships, in which you are the customer, when does it makes sense for you as a team to exert influence on how your suppliers do their work, in other words how they serve you?

In your business culture, describe the difference between serving and consulting the customer.

Dr. Dirk Mommsen is a well-known business consultant and author. His upcoming book is about how companies establish and maintain long-term business relationships in a fast-paced, global economy.

One of the chapters will compare the respective German and American approaches. You‘ve agreed to be interviewed by Dr. Mommsen because you manage your company‘s most critical collaborative business relationships.

You are German. What would you say to Dr. Mommsen about how Germans build and maintain business relationships? What is the natural progression? What is critical to their success? What can ruin a business relationship?

You are American. What would you say to Dr. Mommsen about how Americans build and maintain business relationships? What is the natural progression? What is critical to their success? What can ruin a business relationship?

You are neither American nor German. Dr. Mommsen wants the perspective from your business culture. What would you say to Dr. Mommsen about how in your business culture relationships are established and maintained? What is the natural progression? What is critical to their success? What can ruin a business relationship?