I'm Silently Correcting Your Client Service

I keep seeing pictures of this t-shirt that reads: I’m Silently Correcting Your Grammar, and I can’t help but ponder …

There are probably plenty of people I know who would like to wear this t-shirt in front of me (and possibly more after reading this article) and

While I’m not terribly bothered by bad grammar (okay maybe just a little), I do find myself correcting how client service is delivered…or the lack thereof.

What happened to the old adage “the customer is always right”?

Why are companies and client service representatives so eager to push as many clients and customers through the experience?

Where is the warm fuzzy?

What are companies and business owners doing? They focus on offering the next best “thing” to as many people as possible rather than on how delivery of their client experience will set them apart.

Why are they doing this? Because it’s “easy.” Nuff said.

Where is the warm fuzzy? My crystal ball is in the shop otherwise I’d have the answer for you. Somewhere along the way we have lost sight of what “client service” means. It should never be about “you” but always about them – learn it, live it, accept it.

What I do know is that while many business’s clients and customers are being herded through the experience, there is nothing unique about it—they are treated like “one size fits all.” No one buys something they don’t want, right? If I go into a store for a pair of Louboutins (I like to dream big), I don’t come out with sneakers. People buy services they NEED. Help them NEED that service. Why do so many businesses fail at this? Because they “train” their employees to go through the motions, to service as many people as possible, to execute as many transactions as possible. They neglect to consider the experience—what and how are they delivering it and how does it help my client or customer? Don’t give them sneakers when they want Louboutins.

News flash—your clients don’t care that you’re offering them the next big thing or if there are multiple companies that offer the same product or service that you do. What they care about, and what they will remember and will share (wake up…this is the age of Social Media…news travels in a nanosecond), is the experience they have when working with you, and how well you exceeded their expectations.

Before I jump off of my soapbox I leave you with these words:

Keep the wheels of new and exciting ideas turning -just don’t let them get in the way of the final customer experience otherwise the only outcome you may get is an increase in t-shirt sales—and one size does NOT fit all.