The art of good customer service starts at home
Customer service can be an art. We can choose to just "do our job"—or we can choose to excel. So what makes you tick, and what motivates you to perform better? Motivation begins with knowing where you fit into the vision of your firm, and taking responsibility for your part in its objectives. Here are three simple things I always remember when working with a client or another staff member in the office.
Pay attention to details
Listen for preferences. Do they prefer ... plain text messages over HTML? Dark chocolate over milk chocolate? Information in a spreadsheet over some other format? A lot of details versus very few? A "just do it and let me know when it's done" approach? We express value to them when we pay attention to details.
Stay ahead of the game
For me, it starts with flight and hotel reservations. I make sure all details are on each consultant's calendar—including confirmation numbers—and even add a link for online check-in. I also prepare any necessary materials and have them ready when the consultant leaves (or ship them ahead of time).
If possible, do it yourself!
A caller once requested a consultant who was busy attending a conference. Instead of putting the client into the voicemail system, I asked what he needed and was able to address the situation immediately. This accomplished two things:
- The client did not have to wait for an answer.
- The consultant did not have to take time listening to a voicemail and return the call.
Put yourself in his or her shoes and anticipate what you can do to help. In the process, you will be offering "5 star" service to the people in and outside your office.