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Freedom Coaching "Customer service for career freedom." |
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Customer Service Lessons
This article is based on Cathy's ebook, and Cathy's . 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 design processes to fit the tastes of those clients. You anticipate their requests 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 the wrong client, watch a few episodes of The Sopranos, an HBO mega-hit. No HBO? Your video store probably has tapes 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. 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. 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. Cathy Goodwin, Ph.D. |
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