6 Going Above and Beyond for Clients and How It Impacts Relationships
In the competitive world of business, going above and beyond for clients can make all the difference. This article explores six compelling examples of exceptional client service, drawing insights from industry experts. From creating custom video walkthroughs to rebuilding restricted ad accounts overnight, these stories demonstrate how extraordinary efforts can significantly impact client relationships.
- Translating Genius into Relatable Pitch Decks
- Creating Custom Video Walkthroughs for Clients
- Personally Handling Campaign Under Tight Deadline
- Running Parallel Implementations to Demonstrate Value
- Rebuilding Restricted Ad Account Overnight
- Transforming Neglected Garden for Family Event
Translating Genius into Relatable Pitch Decks
One time at Spectup, we were working with a deep-tech startup that had developed groundbreaking AI for industrial applications but was struggling to secure investor interest. They came to us with a pitch deck that was, frankly, a wall of jargon--nearly impossible for a non-technical investor to digest. I remember thinking, "We need to translate genius into something relatable." The Spectup team not only redesigned their pitch deck but helped refine their messaging to highlight the real-world impact of their technology. That meant asking hard questions, diving into market applications, and even building financial forecasts for multiple use cases.
The breakthrough moment came during investor meetings, when one of the prospects mentioned how easy it was to grasp the commercial potential from the revised documentation. Within weeks, they secured funding that allowed them to scale operations and break into key markets. For me, the most rewarding part wasn't just the funding--it was seeing their founder's confidence soar during the pitch presentations.
This experience not only solidified our bond with the client, but it also reinforced Spectup's reputation for going beyond 'tick-the-box' consultancy. They've since referred several other startups our way, which has been invaluable for growing our business. Relationships built from working hands-on in critical moments like this tend to stick, and that's been key to Spectup's mission of long-term success for both startups and ourselves.
Creating Custom Video Walkthroughs for Clients
One memorable instance was when a client from the Middle East urgently needed a demonstration of our mining simulator for a board-level presentation -- but due to time zone differences and limited tech familiarity on their end, things kept getting delayed.
Instead of rescheduling, I coordinated with our tech team late into the evening to create a customized video walkthrough of the simulator tailored to their exact industry use case. I also included a simple FAQ sheet anticipating their board's likely concerns.
The client was blown away by the effort and used that material successfully in their pitch. Within two weeks, they came back not just with the order -- but with a request for a multi-unit deployment.
That moment turned us from a vendor to a trusted partner in their eyes. It reinforced what I always believe -- when you treat your client's urgency as your own, the relationship grows stronger than any sales pitch ever could.
Personally Handling Campaign Under Tight Deadline
A client faced a tight deadline to launch a campaign, but their internal team lacked bandwidth. I stepped in to personally handle copywriting, campaign setup, and last-minute creative revisions over a weekend. In addition to meeting the deadline, the campaign performed 30% above benchmarks. The client was not only grateful but also expanded our contract to include monthly strategy sessions. Furthermore, they referred us to two other businesses. Going above and beyond turned a one-time project into a long-term partnership and became a key trust-builder that helped grow our client base.
Running Parallel Implementations to Demonstrate Value
At ZenCentiv, we aim to go above and beyond for nearly every prospect in our pipeline. Our core philosophy is simple: we believe the best way to win over clients is by showing them a better software experience than what our competitors are showing them. That's why we lean heavily on robust, tailored Proof of Concepts (POCs) to demonstrate how well our platform fits their needs.
One specific example comes from what is now our largest client. At the time, they were using CaptivateIQ, but the compensation team was skeptical that our platform could handle their complex commission structures. Their setup had intricate commission plans with SPIFFs, MBOs, and additional kickers to reward their sales team. To address their concerns, we offered to run a full parallel implementation of their data in ZenCentiv alongside their existing system.
We ran this parallel process for several months. As a result, they saw firsthand that ZenCentiv was not only more accurate but also significantly easier to use when implementing their commission plans. This allowed our team to build a strong foundation of trust. They knew we were ready to support them at a moment's notice—and that level of commitment ultimately helped convert them into our flagship client.
That said, running parallel implementations doesn't come without its challenges. It can extend the sales cycle considerably and, in some cases, lead to clients becoming overly dependent on our support team instead of developing internal ownership.
However, for high-value, competitive deals, going the extra mile can make all the difference in the world. In this specific case, it deepened our relationship, established long-term trust, and became a major growth catalyst for our business.
Rebuilding Restricted Ad Account Overnight
On one occasion, a client had a major product launch planned, but their ad account was restricted 72 hours before the campaign was scheduled to go live. Instead of postponing the launch, I immediately took action. I escalated the issue through Meta support, assisted them in creating a backup account, and restructured the entire campaign overnight using saved audiences and cloned creatives.
We remained on Zoom until everything was rebuilt and ready for launch. Not only did the launch proceed on time, but it also outperformed their previous campaigns by 18 percent in Return on Ad Spend (ROAS).
This incident transformed a standard working relationship into a genuine partnership. The client referred three other businesses to us and extended our contract for another year. Going above and beyond wasn't about heroics—it was about being present when it mattered most. That kind of trust is invaluable and almost always leads to long-term growth.
Transforming Neglected Garden for Family Event
One of the standout moments for me was when I was called in by a client who had just purchased a property that had been left neglected for years. The garden was completely overgrown, the lawn was patchy and dead in areas, and invasive plants had taken over most of the beds. They were hosting a family event in just three weeks and asked if I could bring the space back to life in time. With over 15 years of hands-on experience and my background as a certified horticulturist, I quickly assessed what could be realistically achieved without compromising the health of the existing plants. I developed a fast but sustainable action plan which included soil conditioning, targeted plant removal, turf replacement, and the introduction of low-maintenance native species that would thrive long-term. I also reshaped all the garden beds and installed a fresh mulch layer to give it a clean, well-cared-for look. We worked long days to meet the deadline and finished the job the day before the event.
The client was blown away. Not only was their garden transformed into a beautiful and functional space, but they also appreciated the fact that everything was done with long-term sustainability in mind. That job led to a strong ongoing relationship, with me now maintaining their garden regularly and getting referrals from their family and friends. It also helped reinforce the value of professional qualifications and experience in this industry. Having that in-depth horticultural knowledge meant I could make decisions quickly and confidently, and execute a plan that balanced speed with quality. That single job brought in three more clients in the weeks that followed and is still one of the most rewarding transformations I've done.
