The Client Experience

Clients. They are the single most important ingredient in the success of any business, and it is essential to keep them satisfied. Clients should be catered to; their every want and need should be met and more. This shouldn’t be something new to any professional business person, because after all, we all know that exceptional customer service is the key to repeat customers, and perhaps more importantly, to customers that subsequently refer you and your business to others.

So then why is it, then, that we often have to deal with businesses who don’t put their clients first? We have all had one (or more) of those experiences, haven’t we? I recently called Comcast to fix a mistake they made on my cable bill. After taking the time out of my day to fix a mistake that they made, their response to me was, ‘Please call back, we won’t call you.’ When their response should have been, ‘We apologize for the mistake, and we’ll get back to you right away; how do you prefer to be contacted?’

Every time I have ever had to deal with a business that doesn’t provide exceptional customer service, I am just baffled as to how they possibly manage to stay alive. If you are a business or service provider, you should be able to mold to whatever is best for your customer. Essentially, do what works for me, please, because I am the one paying your bills.

Failing to do so is a recipe for extinction.