On the off chance that you contrast a business with the human body, there’s no doubt customer service is at the heart. It’s something beyond a discussion noting a customer’s inquiry, it’s the aggregation of each communication the customer has with your business – it’s the pilot grinning from the cockpit as you get onto the plane, the barista giving you a straw with your espresso, the assistant ensuring your structures have been refreshed accurately. From the primary discussion you have with a potential customer, to each email development, you are giving client benefit at each stop. Furthermore, with such a significant number of chances to communicate with your clients, it’s critical to convey steady and excellent administration, without fail.
This may sound obvious, but it can be so easy to just hear clients rather than really listen to what they are saying, or, not saying. Is your typically upbeat client a little sharper than normal? Is your client “all over the place” when describing an issue? They may just be extremely frustrated and inconvenienced they needed to reach out, causing them to be tense, or they may be utterly confused with the issue they’re seeing and having a difficult time explaining it. You know your client, so if something is out of character, take it into consideration and tailor your exchange accordingly.
Nothing feels worse than being let down, except being let down and it potentially affecting your business. It’s important to take ownership over your interactions, and always follow through until any issue/communication/what have you is thoroughly and completely resolved. It is our duty to our clients to match their expectations with realistic outcomes, and our responsibility to follow through.
It’s easy to want to please the client and only deliver good news. But bad news can happen, delays can happen, so be honest from the start and allow your client the opportunity to plan accordingly.
Take a breath
Throughout your work experience, how many times have you heard “the customer is always right”? I’m guessing for you, like many of us, this old adage has become so ingrained it’s inherent in how we view business interactions. But what does this mean for you, on the business side, when the customer may, actually, be wrong? Really, really wrong? Take a breath. Maybe it’s a hard conversation, maybe it’s a information that was incorrectly received. Maybe it’s just a bad day! Take a breath. I’ve found by allowing myself a moment before responding, it’s much easier to remove erroneous emotions and be tactful.
There are endless ways to interact with your clients and provide support, have exchanges, and leave them happy. Find a process and rhythm that works for you and your client that keeps you both happy, and it will pave the way towards success.
“A satisfied customer is the best business strategy of all.” – Michael LeBoeuf of BiznessApps