Customer Service
October 3, 2007 by Lillie
Recently, I wrote about setting boundaries in freelance writing. Dealing with difficult clients is certainly an issue, but at the other end of the spectrum, what about customer service? If you’ve ever been stuck in some company’s automated phone system (and who hasn’t?), you know many companies don’t put a priority on customer service. As independent entrepreneurs, freelancers can’t afford the same bad customer service we’ve come to expect in today’s world.
I’m a fan of Robert Ringer – I generally agree with what he says and like the way he says it. As an advocate of self-publishing, I’m excited that he self-published his first two books, which made the New York Times best-seller list. He later sold the rights to a major publisher, and those books are listed among the 15 best-selling motivational books of all time.
He covered customer service in recent issues of his newsletter. Although he starts out by talking about large organizations, he ends the series with this reminder:
Finally, if you’re an independent entrepreneur, everything is in your lap, because you are both the employee and the employer. Without customers, you have nothing. Treat them like the valuable assets they are. The only rigid policy you should have is that the customer must be satisfied at all costs.
Customer Service Is a Mind-set, Part I
Customer Service Is a Mind-set, Part II
Customer Service Is a Mind-set, Part III
Of course, my favorite customer service guru is Johnny, whom I wrote about in The Simple Truths of Service: Will You Be a Johnny Today?
Related Post:
A Tale of Two Companies: the Worst and the Best
[tags]customer service, Robert Ringer, Simple Truths of Service[/tags]
I do think it is much more difficult for the small business.
As I watch RIAA sue its customers for thousands and literally invade their privacy for the evidence, I know there is no way I would do that as a photographer. Yet, I have seen my work copied outright.
James,
You’re right – small business is tough. We’re more vulnerable than big companies with lots of resources.
I’ve tagged you to share eight things about you and your writing. I look forward to reading what you have to say.
David,
I’ve also been tagged to another eight things, so I’ll combine both of them and post in a day or two.
I think internet companies tend to have the worst customer service departments. Being distanced from the customer by the internet makes it easier to treat them poorly
Clock Man,
I agree many Internet companies have poor customer service, but I’d be hard pressed to pick one industry that’s the worst. Just today I was on the phone with a credit card company and ended up closing my account because the customer service was so awful.
I agree that small businesses need to keep customer service in mind – it can be more of a challenge when we’re the jack of all trades. When I work with clients on writng projects, I am always hoping I make the process as easy as possible. I think it’s especially important when the client hasn’t worked with a writer or editor before, and you need to help them understand the process (like you did in the previous post!). Keep up the good advice!
AW,
You’re so right that it is both challenging and important to make the process easy for the client. Sometimes, it’s easy to assume the client understands the process when they don’t.
Well folks, it’s me again. I just had a real life experience tonight that intimately relates to Lillie’s post above. I had an occasion to go get Lillie’s and my supper from Bill Miller’s Barbecue “joint”…a cliche, since they really have some of the best Bar-B-Q in the San Antonio area…San Antonio being the 6th or 7th largest city in the nation and home of the 1999, 2003, 2005, and 2007 NBA World Champions (and we get so little respect in the professional basketball community).
Ooops, sorry for the diversion…back to Bill Miller’s. In short, I got ±40 dollars worth of “chow” and made it home without any bread…one of Lillie’s favorite food items that I thought was included with all that food. So I “hopped” back in the car and hightailed it back to Bill Miller’s to get THAT bread. I thought the BREAD was gratis with $40 worth of food. The attendant told me the bread did come with the “Family” pack of food, but not with an a la carte order…the way I ordered it. I asked what was the price of a family pack of Bar-B Q. I was told ±20 dollars. And I said, you mean I can get bread free with $20 worth of food, but not with $40 worth of food…LOL. The girl said, “That’s right.” So I went ahead and bought the 69 CENTS worth of bread.
The moral of the story…they won the battle and lost the war over a 69 cent loaf of bread. Just think of all the good will they could have bought for 69 CENTS.
“Mr. Lillie,”
Thanks for your comment which is a great example of exactly what I was talking about.
And thanks for getting my bread even if it cost you 69 cents.