Thu, Aug 25 2005 8:58
A bit of customer service
I'm going to relay a story and see if it has any echos in the consulting world. I had an experience last night where I was expecting a level of service, but because the person in charge of 'my' experience was busy trying to help and support another person, I didn't get the service level that I was expecting. Now I don't think the person who got the superior level of service is going to recognize how good of service she got. But I'll never forget my experience with poor service.
We all have that kind of issue in the customer support world. The “A” clients, the “B” clients and worse yet the “C” level clients. You know what I'm talking about don't you? You take the exercise of looking at your client list and grading them. Giving them a grade. Hopefully you don't have any “F” or “D” clients ...and if you do... you should fire them. But if one of those “C” clients is taking time away from one of your “B” or worse yet, one of your “A” clients, you need to stop yourself and ask...why am I letting that client do this to me.
Be careful that your “C” clients aren't taking away from your other ones.
Now in my case ... I felt so strongly about it... felt that it truly was taking way too many resources from other consumers of the service to send off an email and complain. Now keep in mind for all my throwing about of the 2x4, I'm a pretty laid back, tolerant person. Okay so maybe I should put the 'caveat' of laid back and tolerant doing certain things or something, but all in all, I don't think I'm as intense in person as I am via email... you know how that goes. So for me to ensure that I gave customer feedback in this instance, means that it made a lasting impression.
Consulting is a service industry... just make sure you service customers and clients correctly.
Filed under: Rants