I can't get no satisfaction!

While prepping for a vacation, one of my “must dos” is to get on social media and get the scoop on the resort we are staying at. Oh mercy, there are opinions. Opinions on literally everything. Now granted, you have to take some of this with a grain of salt. There’s obviously some very unhappy people out there that aren’t satisfied with anything. Cue The Rolling Stones…..

But my thoughts after reading through thousands of comments, is everyone’s expectations of customer service is different. Very different! One size, one way, does not satisfy everyone and that’s not a bad thing!

We’ve all had those clients that when their number pops up we dread the call, or cringe when opening their email. Why is that? Is it because they are always complaining? Not satisfied? Is this their fault or ours?

This is probably because we did not have an initial conversation asking what their goals are? How they like to be communicated with? And maybe boldly ask what their idea of excellent customer service is. It may put them on the spot and make you uncomfortable waiting for an answer that you fear goes outside of your normal process and may be “extra work”. It will be worth it. It sets the foundation for literally every future way you interact with them and it will lead to a great working relationship. No one is saying you are going to sell someone a house, become Facebook friends, and then be invited to Christmas. You will, however, have a very satisfied client, who is hopefully a repeat client and great referral source.