Customer Service is No Fairytale
I was listening to a young girl read a fairytale book featuring a Disney princess. We are all familiar with the Disney meme: And they lived happily ever after. It’s a simple storyline and fitting for the imagination of a four-year-old girl. However, at the end of her fourth book this girl asked an interesting question. She asked, “What happens after they get married?” Instinctively, this young, innocent girl knew that there is something more to the ongoing relationship between Snow White and the Prince than what the story suggested.
We Know the Story
Almost every entrepreneur I know understands the importance of networking. They read the motivational books and the listen to the motivational speakers. They’ve acquired the lexicon of their industry and are open to risk. These entrepreneurs operate at a high level with business and marketing plans in hand and a keen focus on execution.
Although it’s not as simple as a Disney fairytale, it is the part of the story that comes most natural to entrepreneurs. Every business owner knows the story of getting the contract or the customer. They know the importance of selling their products or services and the more successful entrepreneurs have mastered the best practices for their industry.
They understand the importance of networking and partnerships. A restaurant owner wants customers walking through the door and does whatever he can to get them. The website designer is looking to connect with individuals and businesses that need websites. How to attract clients/customers is one of the first questions asked and no entrepreneur worth his/her salt will fail to ask it.
But many do fail at asking the next question: Now that I’ve established this business relationship, how best to manage it? And the answer comes down to the expectations of clients.
What’s Next
Snow White and Prince Charming didn’t spend long hours on the phone discussing their past and their thoughts on what they wanted from a relationship. No one believes that after the wedding a couple goes on to live happily ever after. In the real world we have a process for setting expectations as to what will happen after the nuptials. It’s called dating. Not everyone pays attention to this thus the 50% divorce rate, but I digress.
There is a cliché that says you never get a second chance to make a first impression. Setting proper expectations is a strategy to ensure that the client’s first impression of your business is to your advantage. In the world of business it is not so much about making a great first impression but managing it.
Manage Expectations
As a website designer, I inform potential client exactly what my firm is capable of and not capable of designing. I also make sure that I communicate my cost structure. Don’t be afraid to reveal the limitations of your product or services. Provide accurate samples of your work. For any business owner providing a service, a portfolio is your best tool.
Listening to your customers is a key component of great customer service. You demonstrate this by always providing a project proposal to the client. This project proposal should have but not limited to the following: Project Overview, Project Scope, Timeline/Benchmarks, Cost Estimates and Pay Schedule and Terms of Agreement.
The goal of the Project Proposal is to reaffirm the expectations for the client and demonstrate that you fully understand their needs and are prepared to meet them. This is how you build the foundation for a positive business relationship. From here, you can begin to apply additional customer service techniques.
There are no fairytale endings in business. Happily ever after is reserved for Disney Princesses and Lifetime movies. If a slogan is what you need to remind you of the importance of customer service, then “what have you done for me lately” is more apropos.
About the Author
James Manning is a writer and editor for enAWE Magazine. enAWE is contemporary online magazine feature streaming radio show, video cast show and articles covering news, sports, entertainment and featured bloggers. James is also the President of Mass Appeal Media, a design studio for start-up firms, non-profit organizations and companies in transition.
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@ Two more lonely people lyrics, Thanks for the comment! And don’t be a stranger to the blog! Check back with us for future posts and spread the word!!!!!