good customer service (when it’s all so personal)

This morning I attended a great networking event about customer service. A panel of both seasoned and seedling women business owners shared their experiences about how to make customer service work.  And the panel was moderated by Bonnie Marcus, an inspired business coach. www.womenssuccesscoaching.com

They all had wonderfully insightful things to say:

1. practice active listening

2. always find a solution – even if it can’t be the solution your client is looking for

3. acknowledge and validate your client’s experience

But, the one that is totally ‘stuck in my craw’ (if you can tell me what show that quote is from, I will make you brownies), was this one cccrrrraaaaazzzzzyyyyyyy word: DETACH.

I know! As writers, designers, small business owners, how do we not take things personally when criticism or dissatisfaction comes our way?  How do we step back and say to ourselves, “oh, she’s unhappy about word choice, but not with me.” That is so hard. For me, I am my words. This is my blood, sweat and tears (and my laughter, connection and joy).

I manage, somehow, because I have to. I act like an adult, I stand up for myself, I admit where I’m wrong, I problem solve – and I feel better for being a ‘big’ person. I get through it – I do everything I listed above – because everyone’s experience is real, and I’m human too, I get it. A wiffle ball bat and a big cushion for when that phone call is over…well, that helps too. 

How do you do it?  How do you detach so that you can provide professional and great customer service to your clients when there is a negative issue.

Filed under How To, The Business | Tags: copywriting, criticism, customer service, Marketing, professionalism, small business owner, Writing | Comment (0)

Using your colleagues…in a good way

What is the most important lesson I’ve learned in this business? If I had to narrow it down to one, I couldn’t. But this morsel is in the top 5.

Know what you know and don’t know what you don’t know.

In other words, be the expert in your niche/field/industry, but it there are things that you don’t know – be totally honest about them. If you pretend to know things that you don’t, you’ll only get trouble. This is really about honesty. It’s also about integrity and good business.

When I don’t know something, I say that I don’t know it, and I say that I will find out. And here comes the colleagues piece. I am very fortunate to have a few brilliant colleagues to whom I can take these questions, to whom I can show my lack of knowledge. We talk to each other and we share information. We understand that we can’t possibly know everything and that the true sign of our professional IQ is our ability to ask the questions and admit that we can’t possibly know it all. Even when I think I know, I ask – because the more information, the better.

Know what you know. Don’t know what you don’t know. (and nurture your relationships with your trusted colleagues.)

Filed under Myth or Reality, Networking, The Business | Tags: best practice, colleagues, Networking, professionalism | Comment (0)