We’ve all spent hours bemoaning the bad service we’ve received from everyone from Verizon to last night’s waiter. I won’t deny that good customer service can be hard to find, but I will make the argument that we need to be good clients to get the level of service we want.
Before I ruffle any feathers, let me say that I’m aware there are bad vendors out there. That reason alone makes it especially important to be a good client, because you want to hold onto a good service provider when you find one.
Here are a few tips on getting the good customer service you deserve:
Find the right fit
You and your business are special. You have specific needs, goals, and a unique way to approaching your work. A key to getting good service is finding a vendor that is compatible with you.
The fact is, that even if someone you trust makes a recommendation, you still have to decide if the vendor is the right fit for YOU. If your communication styles differ or you’re a basecamp fanatic while the vendor does everything on paper, it might not be a match.
Good service basics
Once you’ve found a good vendor, remember the basics of being a good customer:
- Pay your bills on time
- Treat everyone with respect
- Be responsive
- Keep in mind that clients who are pleasant always get better service
Be respectful of time
If you have a project pop up with a tight deadline, recognize that your vendor is going have to shuffle other projects and clients to accommodate your needs. We all have emergencies pop up, but few things will get you labeled as a bad client faster than telling your vendor you have a tight, unchangeable deadline, then sitting on the draft for two weeks.
Communicate clearly
Your vendor is there to help you, but to do so, they have to understand what you really want.
I’ve had clients tell me everything they don’t want, but struggle to articulate what they do want. I’ve also had clients send me in one direction on Monday, and completely change course on Tuesday. Neither situation is set up for success.
If you’re not quite sure what you want, tell your vendor that and ask for suggestions based on their experience and current best practices. Most vendors will be happy to work with you to find a good solution.
Have a little patience
If you have a quality vendor, they will do their best to give you good service and a high quality product. Yet despite their best efforts, there will be occasions where things just don’t go as planned.
Technology has bugs, new team members have a learning curve, and just like you, your vendor can have a bad day.
If you see an issue you should absolutely bring it up, but then give your vendor the opportunity to correct it. Chances are they’re going to be horrified by the problem and jump on it. But if it’s not a quick fix, yelling isn’t going to get you anywhere. Have a conversation about what’s happening, understand the plan to correct it, and then give your vendor time to make the change.
As a paying client, you deserve good service no matter what. But the fact is that some clients get better service than others. Chances are your vendors have a list of favorite clients that they respond to faster and are willing to go the extra mile for. As a client, you want to be on this list.
Being aware that good service is a two-way street can go a long way toward improving the quality of service you receive, and the success of your projects.
