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Further
Reading ...
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Disability Insurance for the Long Term - Ivon T Hughes
Disability insurance covers you for an extended period of time. Should you be injured or take ill and as a result be unable to perform the duties of your employment, you will be covered under short term disability, then long term disability...
Don’t Set New Year’s Resolutions – Take Action in The New Year - Wendy Hearn
It’s that time of year again when we start talking and thinking about New Year's Resolutions even though they’re old hat and we instinctively know they don’t work. Because your friends, family and colleagues may chat about what Resolutions they’re...
Is a Name Important? - Denise O Berry
You bet a name is important. Many small business owners try to come up with a clever name for their business rather than one that explains what they do. And, nine times out of ten, that is a mistake. Your business name should give your prospects...
When Do I Need To Hire A Business Plan Consultant - Howard Schwartz
Every new business owner knows that a business plan is critical – it is drilled into them by potential investors and every banking officer they meet. So why is something that is so important to the launch of a new venture so difficult to write? Good...
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Customer service lessons from Tony Soprano and Club Med
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Written By:
Cathy Goodwin
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Whether you work one-to-one or deal with customers in groups, you identify a target market of customers most likely to value what you can offer. You develop processes that work best with those clients. You learn to anticipate their responses and help them feel pampered.
Ideally, you recruit new customers who fit your target customer profile, but sometimes you attract a customer who doesn't belong. These customer misfits can drain your energy, alienate other customers and fail to recognize the value you provide through your service.
A lesson from Tony Soprano
For an extreme example of what happens when you accept a "different" type of client, watch a few episodes of The Sopranos, an HBO mega-hit. You can rent videotapes of the first two seasons.
Almost every episode includes scenes between mob boss Tony Soprano and his psychiatrist, Janet Melfi. These scenes are so realistic that professional psychotherapy associations have included them in training programs.
From a customer service perspective, the psychiatrist seems overwhelmed by her notorious client. She can't resist hinting at his identity during a dinner party.
And Tony in turn is dangerous to his therapist. His curiosity about her background goes well beyond the average client's harmless fantasy, as he orders a wayward cop to follow her around for a few days.
Tony means well. When the therapist's car breaks down, her patient simply "borrows" the car and arranges for a repair at one of the "family" garages. He brushes away the therapist's concern about boundaries.
Your client will most likely be less connected, - continued below ...
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continued ...
less violent and less persistent. But you may find yourself dealing with someone who is equally determined not to play by your rules.
A lesson from Club Med
The wrong customer can harm everyone and experienced service companies know it. Suppose you signed up for Club Med with the idea that you were going on a retreat, where the "wild night out" would be a fireside poetry reading. As soon as you realize your mistake, Club Med will fly you back home and refund all your money. Bad attitudes are contagious.
You may not be as focused as Club Med, but your process will most likely work best with a certain type of client. A cynical client will challenge your value. A client who trusts without questions will easily feel betrayed.
In summary
Service businesses thrive on established processes and systems to serve clients, rather than relying on ad hoc "whatever happens" policies. The "wrong client" drains energy and can drive away "right" clients. By staying focused you can direct energy to building relationships with customers who enjoy each other's company and help you find others who, like them, will value what you offer.
About the Author
Cathy Goodwin, Ph.D., author of Making the Big Move, helps midlife
professionals navigate career and business transitions. "How Smart
People Can Derail Their Transitions" complimentary Special Report
http://www.cathygoodwin.com/subscribe.html . Contact:
http://www.cathygoodwin.com/feedback.html Phone: 505-534-4194
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Proven Steps to Start and Grow Your Own Profitable Online Business - Ladan Lashkari
Are you serious about the success of your online business? Do you want to know how to make REAL money on the Internet? Then you need to know how to successfully start and grow your online business. Thousands of people start an online business each...
What You Don't Know About PR Can Hurt You - Robert A Kelly
Please feel free to publish this article and resource box in your ezine, newsletter, offline publication or website. A copy would be appreciated at bobkelly@TNI.net. Word count is 1115 including guidelines and resource box. Robert A. Kelly ©...
When is Enough: Enough? - Tina Rideout
Keeping your Business Website Fresh and Unique: Google PR, SE optimization, Keywords, Content, and More Content. That is the beauty of the information hi-way. It is like taking a road trip for the first time. The excitement, the unknown, and the...
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