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Customer Service
"Customer Service" points up the good, the bad, and the ugly (but not in that order) on how to deal with customers.
I recently had a problem, and called my ISP (who shall remain unnamed) for help, because I could not connect to their service. I let this...Continue
Customer Service Is Still The Key To SUCCESS!
Pick any industry. Who is at the top? How did they get there? I can guarantee the answer to that question is two words: "customer service." Sure, cost is important, variety is important, all those things are important. But when you're new to a business, good...Continue
Customer Service: Stop Sabotaging Your Customer Relationships
If you've called for customer service recently you're familiar with this recorded message "This call may be recorded or monitored for quality purposes." I immediately think to myself, "Oh great, here comes the game of 20 questions."
Now don't get me...Continue
Five Secrets to Showing Your Customers You Really Care
During our recent online poll, we asked the following question: What upsets you the most when receiving poor customer service? Eighty percent of the poll...Continue
What is Great Customer Service?
In almost all cases customers come to your business because they have a problem and believe that you may have the solution. Whether you do, or whether you can build enough trust with the customer to let them solve their problem is up to you.
In the day...Continue
Whatever Happened To Customer 'Service'?
Do you remember the last time you went into a shop and the person 'serving' raced over to you, greeted you with a lovely smile, heaps of enthusiasm and said, "Welcome to our store, what can I help you with today?" And then listened attentively to what you...Continue
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Customer service lessons from Tony Soprano and Club Med
Whether you work one-to-one or deal with customers in groups, you identify a target market of customers most likely to value what you can offer. You develop processes that work best with those clients. You learn to anticipate their responses and help them feel pampered.
Ideally, you recruit new customers who fit your target customer profile, but sometimes you attract a customer who doesn't belong. These customer misfits can drain your energy, alienate other customers and fail to recognize the value you provide through your service.
A lesson from Tony Soprano
For an extreme example of what happens when you accept a "different" type of client, watch a few episodes of The Sopranos, an HBO mega-hit. You can rent videotapes of the first two seasons.
Almost every episode includes scenes between mob boss Tony Soprano and his psychiatrist, Janet Melfi. These scenes are so realistic that professional psychotherapy associations have included them in training programs.
From a customer service perspective, the psychiatrist seems overwhelmed by her notorious client. She can't resist hinting at his identity during a dinner party.
And Tony in turn is dangerous to his therapist. His curiosity about her background goes well beyond the average client's harmless fantasy, as he orders a wayward cop to follow her around for a few days.
Tony means well. When the therapist's car breaks down, her patient simply "borrows" the car and arranges for a repair at one of the "family" garages. He brushes away the therapist's concern about boundaries.
Your client will most likely be less connected, less violent and less persistent. But you may find yourself dealing with someone who is equally determined not to play by your rules.
A lesson from Club Med
The wrong customer can harm everyone and experienced service companies know it. Suppose you signed up for Club Med with the idea that you were going on a retreat, where the "wild night out" would be a fireside poetry reading. As soon as you realize your mistake, Club Med will fly you back home and refund all your money. Bad attitudes are contagious.
You may not be as focused as Club Med, but your process will most likely work best with a certain type of client. A cynical client will challenge your value. A client who trusts without questions will easily feel betrayed.
In summary
Service businesses thrive on established processes and systems to serve clients, rather than relying on ad hoc "whatever happens" policies. The "wrong client" drains energy and can drive away "right" clients. By staying focused you can direct energy to building relationships with customers who enjoy each other's company and help you find others who, like them, will value what you offer.
About the Author
Cathy Goodwin, Ph.D., author of Making the Big Move, helps midlife
professionals navigate career and business transitions. "How Smart
People Can Derail Their Transitions" complimentary Special Report
http://www.cathygoodwin.com/subscribe.html . Contact:
http://www.cathygoodwin.com/feedback.html Phone: 505-534-4194
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