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The client, whether it be a Pro Se, a long term client, attorney or whatever, there is three things they basically want to receive from us as a customer.
What do I mean by right?
Though out the years in the process service industry, I have noticed things and I will put them on a graph for you.
There are three stages that we do:
The following graph illustrates the level of customer service from the process serving industry as a whole. Not everybody, but as a whole.
Pre Service – It starts off on the Pre Service pretty high as you would expect. The server or server agency is very helpful, understanding and pleasant. No Problem!
During Service – During the phase it fall off a little bit. When customers call or email the attitude they get is, dang it let us do our job. Well, you know what, they are clients and customers so the level of customer service should be just as high with the three things client want: RIGHT UNDERSTOOD and APPRECIATED!
After Service – Basically what this means is the notice to the client and paperwork. Get the affidavits to the customer in a timely manner. This is where it drops even lower.
Then we even have other agencies and individuals in our industry that look like this.
Happy to talk to you in the beginning; then drops right down to nothing. Very little or no customer service after receiving the services. The client should never be in this situation.
What we try to maintain here is a constant level of customer service for our clients. As this graph shows.
High customer service while the pre sale is going on. High customer service during service. For instance, if it a rush service the client does not want notified five days later. They want to notified that day or at the very least the next day. And last but not least, the after service. Where is the affidavit and other information the client needs or wants?
Remember, the customer wants to be right, understood and appreciated. Right by choosing us, understood what they need done and they want us to appreciate them.
That being said I hear a lot of, for example,” What happens and you have a customer who wants to serve a guy and there really isn’t anything you can do about it?” Let’s say that they went to South Africa to work on the Ebola virus?
Well. let me pass on a anecdote that was passed on to me years ago in a story.
Bryon, do you know a one legged man.
I said No. No.
Do you know they exist?
So you know one legged people do exist. They are real.
Well, yea, yea.
Well, let me ask you a question then Bryon. If you know they exist and they are real. Why is it that a shoe store doesn’t have a one legged shoe department.
Boom!! Hit me like a ton of bricks.
Because they are do far and few it really isn’t worth worrying about until it comes up. When it does come up, do the best you can and move on.
I believe what they want to hear form us when they call is not.”I’ll take care of that.” They want to hear what you are going to do, step by step.
So, when you get a call, and they ask, “What are you going to do about this?” Don’t just say, ‘I’ll take care of it.” Tell them what steps you are going to take. Say, “First I am going to do Step 1. Then go one to step two etc, etc. Explain to them exactly what you are going to do.
These are some of my thoughts the process serving customer service issues today. Have any comments, leave them below or email us at Click Here to Contact Us
This is Bryon L McKay, Serverlinks.com, thanks for listening.