Trusted Advisors – Building better relationships with our customers

Over the past number of years, the Marketplace function in HydroTerra has continued to grow and we are very proud of what we are achieving. Our focus is on our customers and what we can do to provide a good experience when working with HydroTerra. But we are not stopping here, the question “What can we do better?” is always something we are thinking about.

With this customer focus in mind, earlier this year HydroTerra employed an external coach to work with our team. The key takeaway from this training was the concept of “Trusted Advisors” and this is something we are now implementing in our approach to the marketplace.

So, what do we see as the role of a trusted advisor? A trusted advisor in our Marketplace team is a strategic partner who builds a relationship with our customers based on trust, empathy, and deep understanding of the customers business, prioritizing their needs over immediate sales. Rather than just pushing a product, a trusted advisor offers personalised, expert advice and guidance, acting as a credible, go-to resource for industry insights and strategic solutions. This approach aims to help transform the sales relationship from transactional to collaborative, leading to increased customer satisfaction, retention, and long-term success for both our customers and our Marketplace team.

As part of our role as trusted advisors, we are very focused on building and sharing our product and application knowledge. For example, every Friday afternoon we hold a Tech Talk session for our staff which focuses on key areas and knowledge gaps. These have been very successful and the open format with lots of questions, encourages all team members to actively participate. Knowledge sharing is also being achieved as we build a Knowledge Base for all our products through our CRM. At a click of a button, we can quickly access the shared team knowledge relating to a product or solution and are able to offer the best advice in response to a customer request. Building this Knowledge Base is a big undertaking but is already proving to be worthwhile.

As the Marketplace continues to grow, we will continue to expand our team. What we look for are people who truly understand customer support, are always keen to learn and have a willingness to go that extra mile for customers. Above all, we value passion to do the best job possible and to build strong partnerships and relationships with customers.

Call us today, we are happy to help. (03) 8683 0091