The 2 sides of the client service coin
18 December 2011
Posted by: Douglas McPherson | Comments: 0
Last week started with a chat about customer services with the Managing Partner of one of the law firms we’re currently working with. His concern was, although he has a very good receptionist, now that she’s gone down to three working days per week, her understudies may not be of the same standard. I told him I’ve never had a problem. I’ve always been well received and my telephone calls handled proficiently.
He also mentioned his worries had been caused by following Bernard on Twitter (@sizetenandahalf Tweet fans) as he’d been quick to pass on the front of house failings of a firm he’d seen the previous week. It all proved somewhat prophetic. As the week unravelled I met the good, the bad and the ugly of customer services.
The bad and the ugly was Tuesday morning. Having driven all the way down to Cardiff for a meeting with the head of legal at a leading retailer I arrived (already having been misdirected and told there was no parking available – there was plenty) and signed in. I sensed the receptionist’s embarrassment as I turned to her colleague lurking menacingly at the end of the desk.
This lady was spoiling for a fight. Literally bouncing on the balls of her feet in anticipation. This didn’t look good.
“What do you want?” Not the ideal start and definitely not anything I’ve come across in any client care ‘best of’ list.
“I’ve got a meeting with ______”
“No you don’t”. Mmmm …. This isn’t going to be easy. I won’t transcript the full conversation but I’ll give you the highlights for full flavour.
I was told my colleague Steven hadn’t had a conversation with the Head of Legal. Untrue, he most definitely had.
I was told it hadn’t been followed up by email (it had) and she actually went as far as prefixing any mention of said email repeatedly with ‘allegedly’. Excellent, now I’m a liar too.
To cap it all while on the phone trying to get a copy of said ‘alleged’ email I noticed she’d turned to her colleague and was blatantly bad mouthing me for having the temerity to try and stand my ground. “Oh I don’t know who these people think they are …. Bloody cheek”. Bloody cheek indeed.
When I finally snapped and asked what I’d done that merited her insults I was told it’d “be better if you left”. At last we had agreed on something.
Contrast this with Bembridge House (http://www.bembridge-house.co.uk/ if you’re ever in Fareham) where I was met with a warmth of welcome usually reserved for Royalty or the pizza delivery man.
Shown round, I was introduced to the amenities (including free wine) and found a map to show me where I could go for a bite … it went on and on and until the moment I left (half an hour late, wasn’t a problem) I felt so valued I was thinking of excuses to come back just to pay them more money.
I could put it down to personality – my Welsh nemesis was one of the most appalling people I’ve met in a 20 year career – or the fact the retailer was often pestered by chancers from the rag trade trying to muscle in to edge an opportunity. But I think the truth was the landlady had a good product and was rightly proud of it, she realised that her clients were the lifeblood of her business and referral was key to her success – whether that was word of mouth marketing, generating the right response through her client satisfaction survey or positive online feedback (I’ve offered all three).
She-who-bounced-on-the-balls-of-her-feet obviously has no pride in her employer. You wouldn’t behave like that toward any visitor if you did. She also had no consideration of the knock on effect. I’ve told everyone about my experience (though unlike her I am a professional so I can’t name names) and am even putting it out there on cyberspace to an unlimited audience.
I’d hope later on she thought “maybe that was a bit unnecessary” but the proficiency she showed in her combative approach would suggest that’s not only probably not the case but also that she makes a habit of it.
As a professional service firm it’s essential you create the right first impression. Make sure your staff greet visitors warmly and look after them when they’re on your premises. Otherwise they’ll vote with their feet and find the firm that can – and let their network know yours is the firm that can’t.
Manners cost nothing. Bad manners cost clients.
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