Have you ever noticed that people who are really client-oriented have this one thing in common:
They run that extra mile. Do you?
When your colleagues, clients, employees or bosses ask you to do something, do you get by with the bare minimum? Or do you give it that little extra effort to really meet the needs and wants of the person asking? In fact, do you do that extra step even before they ask?
I had a recent taste of wonderful customer service.
While preparing for an upcoming trip out of country, I'd called my cell phone provider (Rogers) to ask about roaming fees. Thankfully, I was able to speak to a live person, and a very helpful one at that. Her name was Helena and she was a dream. She patiently explained the costing options, and when I said I had a Samsung phone and was concerned about incurring roaming fees, she asked a colleague of hers who had a Samsung to verify that my phone settings were set up correctly. Thank you, Helena!
Wow! Going that extra step differentiates you from others.
So what was it that made this exchange so memorable, and what can you use in your workplace? Here's the take-aways. Next time you're faced with a client challenge, consider it as an opportunity to let your service shine and do the following ...
- Be accessible:
- Be available and ready to listen to concerns. Use whatever channels and type of communication your client prefers. Not sure? Ask them.
- Be responsive.
the client does reach out and connect with you, respond. The shorter
the length of time between them expressing their concern and you
responding, the greater the chance of quick resolution and defusing of
an otherwise volatile situation.
- Once the client does reach out and connect with you, respond. The shorter the length of time between them expressing their concern and you responding, the greater the chance of quick resolution and defusing of an otherwise volatile situation.
- Be responsible.
- Take ownership not just of the problem or challenge, also for finding the solution). If you don't have it, find it, or connect the client with someone who does.
How you communicate with your clients will form their opinions of you AND of your organization. Every exchange is a chance to develop and cement a reputation. Being client-oriented isn't just "a nice thing" to do -- it makes terrific business sense. When you go that extra mile, you communicate that you value your clients, so much so, that you give them your most valuable resource -- your time and energy.
And that's what makes client-oriented people, like you, so special.
PS: stay tuned ... summer webinar series coming up!
Keynote Speaker / Corporate Trainer / Author
Recipient of APEX "Award for Leadership in Service Innovation"
© 2013 Marion Grobb Finkelstein\
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Communication catalyst, author, professional speaker Marion Grobb Finkelstein teaches individuals and organizations across Canada and beyond, how to connect with clients, colleagues, employees and bosses, and how to handle workplace communication challenges to improve morale, confidence and productivity. Chat with her at www.facebook.com/MarionSpeaks and sign up for her FREE weekly "Marion's Communication Tips" at www.MarionSpeaks.com