Virtual Assistance Business Briefs » client care

Customer Service Revival

Jeannine Clontz — Mon, 26 Jul 2010 12:05:09 +0000

I’ve decided to start my own ministry, and my first order of business will be a customer service revival. Will you join me?

Funny as that may seem, the exodus of customer service has been evolving for several years. The latest downturn in the economy has simply caused a bigger impact on customer service, I believe, due to lay- offs and cut backs in middle management and through the downsizing of staff in general, leaving remaining staffers overwhelmed and overloaded doing the job of many.

As independent contractors, and small business owners, we have a higher level of control over the results our clients experience through our work together, and the perception of our level of client care.

I’m still relatively picky about who I work with, meaning I totally understand my target market, and why matching our business personalities and acumen are so important. I find referring prospects to other providers that better fit their need, simply brings my level of service up a notch.

By not working with people who don’t share similar business strategies and standards, I minimize the number of service challenges that could or would be presented to me. Not that I mind being faced with a dilemma or two for its learning opportunities, but to me, it all reverts back to something I learned the hard way, when I first started my business.

“The customer is ALWAYS right!” Okay, I know, literally speaking, the customer isn’t always right, but sometimes no matter what I say, or how I say it, I may never be able to convince someone that what they’ve perceived as bad service, isn’t just that.

Even if the client is totally at fault, how I address the situation and solve it to some satisfaction makes all the difference. Knowing that I may never be able to satisfy someone, and understanding that I have no control over it, helps me to stay focused on the end result.

I have found that making sure that I only do business with those clients that fit my business model, alleviates a lot of these situations.

So let’s make a pact to revive customer service at all levels by establishing good client relations, increased service standards, and give our clients the best possible experience. I believe my business has grown in a more positive direction because of it, which allows me to continue to provide those services I am most passionate about doing.

Jeannine Clontz, IVAA CVA, MVA, EthicsChecked™, provides marketing and social media support, training and consulting to busy entrepreneurs. For information about finding a VA, download her FREE 10-Step Guide to Finding the Right VA, or to learn why Social Media should be an important part of your marketing plan with her FREE Report, Social Media Marketing Benefits, visit: http://www.accbizsvcs.com, or contact her at info@accbizsvsc.com

Customer Service Revival is a post from: Virtual Assistance Business Briefs

Getting to the Root of Client Deductions

Jeannine Clontz — Tue, 08 Sep 2009 18:58:40 +0000

Ever have a client make a deduction from an invoice? You know the type, they always find fault with your work, can’t believe that you charge those kinds of rates, and they wonder why you’re not able to drop everything and handle their projects immediately without adding “rush charges” to the invoice.

As I’ve gotten more experienced as an entrepreneur, I’ve found that there are several types of clients that use these tactics.

The first type is totally unethical, and no matter what you say or do, it’s always better for you to cut your losses and discontinue doing business with them. I know this can be difficult, but it could hurt your credibility.

The second type is the client who is always looking for something for nothing. They will take your project quotation and rip it apart looking for hidden discounts.

Sometimes they are just thorough, sometimes they are doing what has proven to be successful in the past. These clients can be turned into good, ethical clients by simply taking the time to find out why they work this way.

They may have worked with unethical providers in the past, and have found that by questioning an invoice, or price, they usually will get some sort of discount, or free offer.

Open the discussion by asking about their complaints and how you can rectify the situation. Be a good listener. Let them vent their frustrations. Ask them for an explanation of any deductions, and try to put yourself in their shoes to see if you can get a better idea of their motivations and concerns.

Maybe your invoices could detail more information about your charges and how you met their needs. Let them know that you want to be more familiar with their specific needs so that you can provide better services in the future.

Most importantly don’t take it personally. Sometimes we are not the perfect fit for someone’s needs. What we need to do is maintain our integrity and remember that we can’t be all things to all people.

Do those tasks where you consider yourself to be the expert. Encourage new clients to contact your references so they have a clear picture of who you are, what your strengths are, and how those strengths can help them achieve their goals.

Jeannine Clontz, IVAA CVA, MVA, EthicsChecked™, owner of Accurate Business Services is a Virtual Assistant (VA). ABS provides ‘as needed’ marketing support and consulting to busy entrepreneurs. Clontz is a writer, author, VA Coach, and speaker on business topics including business ethics. For her free 10-Step Guide to Finding the Right VA, or her FREE Report, Social Media Marketing Benefits, send a request to: service@accbizsvcs.com. For more information visit: http://www.accbizsvcs.com, www.VAbizcoach.com or her book website http://www.entrepreneurialfreedom.com

Getting to the Root of Client Deductions is a post from: Virtual Assistance Business Briefs

Tags: building client relationship, client care, client relationship, customer service