People talk about revenue as if it were a machine. In client services, it is usually a conversation that almost went wrong, and then didn’t.
I have done this for more than fifteen years. Haarlem is home. I work in Polish and English. I will not give you a formula. I will tell you what it actually looks like when someone stays, or buys again, or says yes to the next thing.
It is the relationship. That is not a slogan.
Someone is frustrated. The date slipped. The contract is up. They could leave. The easy move is to hide behind a policy, or to push a new package before you have fixed the last promise. I don’t do that. I take full responsibility for the bit that is mine. I own the outcome. I listen. I say what I can do. I do it.
That is how money stays in the room. Not because you “acquired” them. Because they still trust the person on the other end.
I have sat with clients through messy years - at CVMaker, and in the desks after. Growth, when it was real, came from knowing their pain well enough to name it, and from negotiations that did not feel like a trick. I am not going to decorate that with a percentage. If a number is true, it lives on my CV. Here I want you to feel the work.
The hard conversation
This is the part I am actually good at. Someone is under pressure. They might raise their voice. I stay calm when others panic. I don’t match the heat. I find the thing that is actually broken, and I move it.
Sometimes the honest answer is: we cannot do that. Said early, that can still save the relationship. Said late, after three vague emails, it sounds like disrespect. Authentic communication is not being nice. It is being clear, and still kind.
People don’t want to be managed. They want to be understood, and then they want the outcome owned. If you do that, the next conversation is easier. That is growth. It is quiet. It does not look like a campaign.
What I don’t do
I don’t sell a poem. I don’t chase a lead I cannot serve. I don’t pretend a bad fit is a pipeline. Customer service is hard, and sales that ignore that become a complaint with an invoice attached.
If you want the first week to hold, start with the person, not the process. If the money is stuck in a late order, that is vendors and the clock. When it breaks on a call, it is troubleshooting without a script.
How can I help you today?
I won’t sell you a poem. Customer service is hard. If you want someone who stays calm when it gets loud, and still treats the person like a person — write to info@kozdrach.com. I am in Haarlem. I reply.
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