Monday, April 13, 2009

Kill'em with Kindness : part 1

A client a little bit ago, called and was upset about a follow up call. Our Support called and left a message, but then they called back after hours, it wasn't an emergency. We updated our ticket system, but the client never responded to the ticket. Who is to blame?

Nobody is the answer.
No, the answer is get the issue resolved and move on.

So what do you do when you have a good client/or annoying client has any issue that their needs are not being met?

You kill'em with kindness and get it resolved. That's what they are paying you for and expect.
Depending on what it is, it is usually a miss-communication.

  • Don't put it off - everyone hates this. Do it now.
  • Put on a smile before you call - See "It's about you" post.
  • Open a ticket/or take notes so it is clear.
  • Set a timeline/assign to team member
  • Follow-up - let them know it's done.

NOTE: Any clients that will be reading this - ALWAYS ENTER IN A TICKET :)
Entering in a ticket allow us to track every and any ticket you have. It keeps everyone accountable.

When this happens, I am grateful that the client comes to me personally and voices any concerns. That's why I got into this business, to make the pain go away.

Kill'em with kindness can also be applied to family gatherings where you know it's going to be annoying as hell, but in the end, everyone who moans or complains about life to you and you kill'em, will look at you as though you cared and listened.

Try it. See what happens.

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