Last week my colleague blogged about the value of good customer service.
Client satisfaction can be an extremely exciting and rewarding experience, especially if you are able to go above and beyond their expectations. I have been working in client relations for nearly four years and below are two client stories on how going above and beyond for a client is extremely rewarding.
Adding Value:
In 2006, one of my favorite and most exciting clients to work with called me up on my mobile at 7:00 am and asked if it was possible to create a report for him, as he was about to board a plane to meet a potential client – his very first client for his newly founded firm. I said “sure not a problem” and created all the reports that he requested, however I went one step further and created a media report that was specific to the client that he was meeting. When he touched down, there was an email waiting for him in his inbox confirming that his requests had been met and the added bonus for him. He had no time to review what I created, but trusted me. Later that day, my contact called me and I could tell immediately that he was excited – he closed his first client for his new PR company! He told me that the report was exactly what he was looking for and that the added bonus actual “closed” his new client!
Being Thoughtful:
At the end of last year a client of mine called me up to ask for help. I have known this particular client for over 3 years and we have built a warm, friendly business relationship. She called me one morning and we spoke briefly on how she is doing and how business has been. After a few moments she said, “Michael, I need some help, but not related to my account we have with you. My daughter is moving to your neck of the woods for university and needs to find a place to live. Can you help us out”? Real estate is not my expertise, but since we have been talking to each other every month for the past 3 years, I told her that I would most definitely help her out – as best as I could. Over the next 2 weeks (after business hours), I would search on all the local listings for housing and provide her with my advice and input. After a few weeks, we found a place that suited her daughter’s needs and lifestyle. A few months later I received a phone call from my client’s daughter expressing her delight for her new home and thanking me for helping her out.
Customer service and building personalized relations with a client does not always have to be work related. As an added bonus, I find helping someone out in any situation to be rewarding in itself. No matter how many complaints some clients might throw your way, there is absolutely nothing more rewarding than a client calling you up and saying “thank you.”
Michael Clews is a Client Relations Managing Director, based in Miami FL
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Nice post Mr Clews.
It’s really something to develop relationships with customers where they trust you to that level.
Those are great examples of where you’ve clearly built up a great understanding.
All the best,
David
p.s. How are South Africa doing in the cricket? I heard you guys lost to England!