Yesterday's mail included more books (by now you probably can tell I read a lot), including Architect Craig Galati's little gem: Admit It!: 21 Things You Already Know But Apparently Have Forgotten Regarding Client Service.
His self-published booklet-- at 43 pages it is too small to be regarded as a commercial book -- is a useful resource and reminder of the basics that we easily forget: Return your calls, keep your promises, accept responsibility, and be flexible, among others.
Here are the 21 'things' reflecting the book's chapters:
- Treat clients the way they want to be treated
- Make repeat business and referrals your goal
- If the client looks good, you look good
- Get to know who the 'real' client is
- Make it easy for your clients to describe you as excellent
- Never say 'no'
- Go out of your way, all the time
- Never forget that all of your actions contribute to the customer experience
- Don't return calls during lunchtime
- Make your clients feel at home
- Give more than clients expect
- Customer service is not an act or time of day; it's a lifestyle
- Return the routine phone calls promptly; return the difficult ones sooner
- Keep your promises
- Thoroughly understand what value means to your clients
- Tackle the tough issues face-to-face
- Tell the truth always; own up to your own mistakes
- Don't blame someone else
- It's not aboout who's right or wrong; its about resolving the issue at hand
- Be flexible. Each client's needs and projects are different
- Don't lose touch after the job is done.
These, indeed, are common-sense basics of client service, brand harmony, and solid business relationships.
Craig's The Heart of Business blog is worthy of bookmarking.