I don't know what's in the water, but I have had more than my fair share of bad customer service experiences lately. Sure, I've been a little busier and dealing with more venues and shops than typically, but I also think the standard of service has dropped. Today, I thought I would share my thoughts on why the customer service (or lack thereof) is killing businesses across the country. I'll be honest - it's part rant and part ... well, it's mostly just rant.
First things First - The Client is ALWAYS Your ONLY Client
I hate to say it, but no one cares that you're really busy. I'm sure it makes you feel all self-important to say it over and over, but the customer does not care. Your potential client is coming to you and looking to spend money on you and your time. If you give the impression that you have too many other people to take care of, or worse, more important people to take care of, you might as well kiss that client good-bye. No one wants to believe that they are last on your to-do list and it's your job to suck it up and put on that smile and appear calm, cool & collected for your clients.
The Client is ALWAYS your priority
I went bridal shopping with a client (and friend, yay!) of mine last week. We went to David's Bridal which has, in my opinion, some of the worst customer service ever. I made the appointment early and they asked the bride to go online, create an account and "favorite" the dresses she likes so they can pull them when she comes in the store. I loved the efficiency. However, when we arrived, they looked at her list and rather rudely began crossing them out. "We don't have that one, we don't have that one, no, no, no". I was already angry, but I politely asked if they had anything similar to the dresses she chose. "Nope." was the only answer I got. I went on to tell them that she already tried on a dress that she loved, described it to them, went on to tell how it went perfectly with her mom's veil from 25 years ago and asked if they had anything similar. Again, "no" was the only response!
I don't care if you don't have anything that I'm looking for, but as a client coming in looking to spend money at your store, you better have options and you better have good reasons for me to try those options. There's nothing that gets under my skin more than businesses not going out of their way to find what you want and need (or the closest thing to it, at least).
The client is always right
There's a store in the NY/CT area called Stew Leonards. For those of you who haven't been, it's like a mix of Chuck-E-Cheese, a farm, and a grocery store. Okay, so that doesn't do it justice, but it's a cool place. I usually suffer from a slight amount of sensory overload when I visit, but it really is nice. What I like best about it is the sign that greets you as soon as you enter "Rule 1: The customer is always right. Rule 2: If the customer is ever wrong, re-read rule 1." It's the foundation of their business and something that should be modeled in all businesses. Whether you are right or not, it's most important to listen to your client's needs, identify where you can help and do everything in your power to make it right.
Let's make a commitment to think of our customers first - to remember that they are the ones who keep us in business. Without them, we wouldn't be where we are today. Let's put aside our stress about the amount of work we have to do or the lack of funds coming in and get back to the basics - our clients. Let's treat them well and serve all their needs. Then, I'm convinced our businesses will flourish and will be sustained even through the worst economic times! That's it for my rant, I hope it was enlightening and called you to action. Enjoy your clients today!
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Tags: #eventprofs, customer service, event planner, event planners, events
On the whole, I couldn’t agree more. But, I like stirring the proverbial pot, so here’s a “what if” I’ve run into:
Let’s say you have two jobs, Client A and Client B both due in two weeks. Each project should only take a week, and both clients are given staggered deadlines for when all required materials are needed to complete (graphics, logos, etc.). Client A misses their deadlines (despite repeated friendly reminders and even “rush charges”). You are now left with Client A’s job infringing on Client B’s timeline, and you’re trying to do two weeks worth of work in one. Your response time, etc. is going to suffer. You just won’t be able to devote the full focus that each job ought to get. It’s not B’s fault that A missed their deadlines, and you can’t just tell A, “Sorry, you missed your deadlines so the job is canceled.”
Of course it’s important to “smile and appear calm, cool & collected for your clients.” That’s a good customer service given. But in the above scenario it may be nearly impossible for either client to feel as if they’re your only client.
While I agree that some people too often lean on the “Soooo busy” crutch as an excuse for bad customer service, I would argue that it’s actually an opportunity to shine. Be honest, be apologetic, and when you are able to, devote your entire attention to the client, even if it’s 2am and all you want to do is collapse. Plus, do you really want your clients to think you’re like the Maytag repairman, sitting around lonely, waiting for their call? Or would you rather they know that you are in demand, the premier professional in your field…
If I walk into a busy retail store, I don’t have any illusions that I’m their only customer. But if I at least get that eye contact, smile, and “I’ll be right with you look” from the salesperson, I’m going to wait my turn. And then if, when it’s my turn, I get their *near* complete attention except for the occasional smile and nod to new customers coming in, I’m going to be OK.
OK, rambling… but when it comes to customer service I could probably ramble all day.
Again, 99% with ya, just stirring the pot. Thanks for the rant!
Brandt,
Thanks for sharing. You are completely right – there are always circumstances that are beyond our control. It’s not so much that you literally only have one client, but that you focus on them as if they were your only one. In situations like the one you shared, the only option is to be as attentive to both and do everything you can – taking those 2am phone calls, hiring additional staff paid by the client’s late charges and doing anything else (including apologies) to ensure that the client knows your intentions. We can avoid a lot of problems if we show that we are focused, listening and doing everything we can. Clients are more understanding than if you are rude, short and not attentive because of your situation.
Glad we are on the same page. I could go on all day about these things too!