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!

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!