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At some point in your life you’ve probably been asked the question, “How often is the customer right?”
How did you answer it?
The canned answer is “always” – but when people say it, do they really mean it?
In my experience, most of the time, they don’t. They laugh when they answer or quickly try to justify why they feel different. Now don’t get me wrong: I’m all for thinking outside the box and looking at things from a new angle. But deep down, if you don’t think your customer is right, are you really servicing them the way they deserve to be serviced?
As a Client Service Manager I maintain the relationships that my company has with its customers. I love what I do, but it can most certainly be challenging. I attend a lot of meetings and participate in a lot of discovery calls before we launch a new staffing project, and I use the information I gather to make sure everyone is on the same page. I also set clear expectations and provide a timeline for when things should be complete. If my team falls behind for any reason, it’s my responsibility to communicate that to those who are affected and have a plan for fixing whatever went wrong. When you’re in a service role, it’s your job to fix problems. (I often call myself “The Fixer”.)
So if I ask myself “Is the customer always right,” how do I answer? For me it’s a resounding YES! Let me tell you why.
It’s my job to educate the customer and to stay true to the promises I have made (I learned a long time ago to never over-promise). It’s my job to service the customer and to make sure they have a clear understanding of what my team and I will provide. It’s my job to make sure the services are performed well and delivered on time; and that the customer is satisfied.
It’s also crucial to a customer’s satisfaction to identify problems or trends and bring them to his or her attention so there are no surprises. If one of my customers reaches out and is unsure of things or is unhappy with the way things are going, it’s my job to reassure them, keep them informed, and advise them on exactly how we intend to meet expectations.
I pride myself on the fact that my customers can rely on me and my team, and that we are always there in a time of need. 100% of the time we are going to help in every way we can. This is why we consider People Science a partner to all of its customers. We intend to be an extension of the customer’s recruiting team and a trusted partner that they can depend on.
By Lindsey Roundtree | People Science Client Service Manager