Monday, February 7, 2011

The Paradox of Superior Client Service

Consider these two statements:
“No one can be everything to everyone.”
“The customer is always right.”

We’ve heard both these statements many times. Most of us will agree that these two notions each have merit. But if they are both true, how can we offer great service to our clients?

If we spend our time creating one-off solutions for the exacting needs of each client, we can’t be efficient. If we don’t meet our clients’ desires, however, we won’t have a business very long. Where do we win?

Somewhere between a strict, cookie-cutter approach to the way we do what we do and an attitude of bending any direction possible on the whim of every prospect and client lies a place where we can be defined in what we do, yet still be flexible enough to meet our clients’ needs.

Rather than offer up specific solutions on this point, I’d like to begin a conversation. How do you balance the need for consistency with the requirement of meeting clients’ demands? How can we create a model in which some customization of products or services is part of how we do business without creating a resource overload?

I invite you to share your experiences, insights, and further questions on this topic below. We all have much to share from our own experiences. Let your experience benefit others.

Here’s to our collaborative success!

Bryan Waldon Pope

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