How to Win in Client Service

Equalizer: Your strength is your sense of fairness. I can rely on you to do what is right.

• I trust you. You tell me the good news. You tell me the bad news. You don’t put a positive spin on a negative reality. You just tell it like it is. At times I’d appreciate a little more empathy, but I’ll always take the truth over sugarcoating.

• You do what you say you are going to do when you say you are going to do it. I value this immensely. I may not always get the answer that I’m hoping for, but at least I’m not wasting my time waiting.

• Set a standard for follow-up and communicate that to me. When I provide feedback about my experience at your company, whether positive or negative, tell me when I can expect to hear back from someone. Keep the time frame as short as possible. This shows me you respect me and genuinely care about my experience.

• You follow the rules. At times I wish you would bend them to suit me, but I do appreciate the assurance that the next customer is not going to get a better deal or a different answer than I am. This level playing field calms me and gives me confidence.

• On the other hand, not every situation deserves the same response, so be inquisitive. Take the time to ask your questions in order to discover what might be different about my particular situation.

• Acknowledge a legitimate gripe. I can sense that you care I’m treated fairly, so always admit when your product or service has missed the mark. You’ll keep my business.