Let’s face it, we live in a Burger King world of “having it your way.” We want customization, immediate gratification and to be the center of attention. We know what we want, how we want it and the sooner the better. Yet, even in a role as a service provider, I still find it difficult to deliver on that expectation.
Why do we expect clients to accept mediocre, be satisfied with our moderate timeliness and pleased with what average attention we give them? Often, we believe clients should really just be happy we had time to fit them in our busy schedules. So I ask, how can I, as both a consumer and service provider, be so far apart on my expectation and attitude?
One would think in today’s age we, as service providers, would understand the client’s wants, needs and expectations better than ever. However that doesn’t seem to be the case. How then can we bridge this gap in understanding?
Perhaps, if we better acknowledge our desires as a customer and applied them to our service behavior we could begin to bridge the gap. In other words, when providing client service instead of viewing the client as someone else, maybe we should pretend we are providing client service to our self.
Then, would we see the client’s shortened timeline as an inconvenience or reasonable? Or, would we see the 7:30 a.m. client call as annoying or flexible?
The point is, when we consider how we want to be treated as a client and then treat our own clients just as good (if not better), our client service behavior and standards change. We are pretty good at being “me” monsters, so let’s turn that inward focus outward and project that focus on others.
Meaning:
If you would want something customized, customize it for your client.
If you would want something quick, shave off 3-5 delivery days for your client.
If you would want to feel like you are the center of attention, make your client feel like they are the only client you have.
Today, I challenge you, when providing client service, visualize yourself and try to impress yourself with the level of customer service you give.
About the Author
Christy Street is a senior manager in the healthcare valuation team specializing in physician contracting arrangements and business valuation. She is a servant leader with a heart for people and a passion for living out HORNE's mission.