Good Dog Creative

Is customer service a lost art in your interactions with customers and clients? I had the misfortune of experiencing shoddy customer service the other day and it made me think about how we’re treated as customers, how we treat our own clients and how providing good customer service benefits both sides.

The other day I stopped in a local gas station for a snack and a soda. The clerk at the counter was on the phone and as I walked up to make my purchase he abruptly walked away and continued his conversation. For the next few minutes I stood waiting while he occasionally glanced at me and proceeded with his phone conversation. After he hung up the phone I was rung up and charged for my purchase without so much as a “hello”, “Thanks” or “Please come again!”, in fact, after being treated like I wasn’t there at all I was then treated as if I was some kind of disturbance or nuisance who was more of a bother than a paying customer.

Most of us occasionally wonder what happened to customer service. Maybe you waited too long for a clerk. Or had to press too many numbers in an automated voice system’s endless chain of electronic commands. Maybe somebody said they’d call back…and never did.

It can be frustrating. And, it can irrevocably change how you feel about supporting the offending business. If somebody finally answers your questions or takes care of your needs, you feel a monumental, perhaps disproportionate sense of relief and appreciation. “Somebody cares!” you think. “The world isn’t spiraling out of control!” Seeds of loyalty are sown.

Are you sowing the seeds of customer loyalty? Here are some questions to ask yourself and evaluate your own customer service.

Are you doing what you can, from a customer service standpoint, to stand out from the crowd?

People really do remember you based on your interactions with them and how they were treated. If you are talented in what you do and your quality of work is high, practicing good customer service is simply a bonus and an easy one to acquire at that. Treat people like they matter, treat people with respect and not only will they remember you for future projects but they’ll remember you when they make recommendations to others.

Do you treat your clients with respect even when you disagree?

There is a trend on the internet to belittle those you disagree with or to display outright rudeness thinking that will somehow get one’s point across. The truth is that you can respect someone’s opinion and still disagree with them. A civil discussion is far more likely to change minds or reach a beneficial compromise. Respectfully disagreeing and working through a disagreement will often leave a much better impression than being either stubborn or a pushover.

Do you make clients wait for days before you return a phone call or reply to an email?

Obviously, you won’t always be able to quickly return a call or reply to an email but don’t make a client wait for days to hear back from you. It only takes a few minutes to let a client know that you got their message and that you’ll be in touch in a certain amount of time. Your client will appreciate that you took just those few minutes to let them know you received their message and they’ll feel confident in knowing that they haven’t been pushed aside or forgotten.

Are you willing to talk through and consider a client’s ideas? Even the ones you find to be somewhat stupid?

Some people are rude and think that it can be masked as “brutal honesty”. This is a cop-out. You can be just as effective with plain old honesty and respect. When a client wants a 36 point flashing text marquee at the top of the screen you should be able to calmly explain why that is not a good idea. You are the expert and you have the experience and examples to dissuade your client from an obviously bad decision. It may take more of your time and some people aren’t easy to educate but once you do, and do it in a courteous way, your client will come to appreciate your expertise and the work you do.

Are you accommodating (within reason) when plans suddenly change?

Plans change. For whatever reason and usually through no fault of your own or your client a project’s deadline will eventually have to be moved from next Friday to this Friday. Sometimes the change in plans aren’t reasonable and that’s when you refer back to your expertise and rationally explain why you will get the work done sooner but not by the day they need it. Chances are, if you can explain your reasons well enough and still make an effort to get the work done as soon as possible, the client will appreciate the effort you put into it. The extra long hours and the late nights to get things done quicker than expected will usually result in high praise, continued work and new clients.

When clients talk about you what do you want them to mention besides the quality of your work?

How many times have you heard a person describe someone they hired to do some work as, “He’s/she’s a little abrasive but they do good work.”? Is that something that you want your clients to say about you? If a statement like that gets someone more work imagine what a statement like, “He/she does good work and they were really helpful too!” can do.

Conclusion

In a world where it seems like customer service is a forgotten art actually providing it has become a standout selling point. Treating your customers well and with respect provides your clients with a memorable and pleasant experience and helps to build a strong bond of loyalty and trust. Basic customer is an easy thing to provide without costing you too much extra time or expense. Be friendly, be respectful and be attentive and the returns you get from it can make the difference in getting more work and just getting by.