What does ‘client service’ and ‘professionalism’ mean to you?
Some of us believe that we are here to serve our clients and by doing so we make their lives easier. We believe that we provide solutions and we support our clients in their success. Some of us realize that we have an expertise that is of value to the business world because it is just that, expertise and not common knowledge. Clients are not stupid because they don’t know what we know. They are smart for turning to us for our support. It is our honour and privilege to serve and it humbles us to have been entrusted as a business partner and hired. We treat all accounts, micro and major alike, with respect.
From time to time I hear of business people who treat their clients with rudeness and disdain, not seeming to uphold any regard for their own role in providing solutions. It is like they believe that they are doing their client a favour for doing a good job…what they were paid to do.
For those of you out there who believe that it is within your right to lash out at your clients ( or anyone for that matter) then its time for you to grow up and act like a professional. Temper tantrums are unacceptable, whether they are by phone, face to face, e-mail or voice mail. They are unacceptable and unprofessional period! I know, I know, you call it like you see it, you speak your mind, you’re a passionate person, no one pushes you around, you’re sick of being taken advantage of, your client doesn’t seem to realize how much you have done for them, you have low blood sugar, blah, blah, blah, you pour little victim! Get over it, you’re in business, not the school yard.
If you feel yourself becoming annoyed by a client, then you need to clear the air with a client, so pick up the phone and initiate a polite and respectful chat to re-establish common ground. It is up to you as a professional to take this step because you are the one who is becoming annoyed and you have to be the one to sort things out. Not to mention, you are the one who will be replaced, easily.
I assure you, your client has better things to do than annoy you and they did not get up that morning with a plan to tick you off. Lash out against a client and all you do is reduce your client list and tarnish your own reputation.
Ask questions to find out where your client is coming from so that you can offer solutions and create a plan. Hear them out, seek first to understand, then be understood.
Even small clients can become big ones and they can send big referrals your way. Would you risk sending a referral to a supplier who has just sent you an unprofessional e-mail or voice mail? No way would you risk exposing one of your clients to that kind of treatment.
If this post reminds you of someone, then tell them to find themselves a business coach who can help them learn skills in establishing client loyalty.
