Professional relationships
Yesterday, I made yet another call to an “expert” regarding the fact that my printer, phone and computer will not stay connected to my internet connection. At first I thought the problem was just with the printer. When I could not fix the problem, I called the company that has provided expert, professional printer/copy service in the past. Twice they came and thought that they had fixed the problem, but it turned out the fix was very temporary. I called the internet provider who claimed that they had made no changes which affects how my router works. This had previously been an issue with another internet provided which resulted in the purchase of my current router. Finally, I called the company which makes and sells the router I am using. After patiently listening to all I had done to attempt to fix the problem myself they stated emphatically that the internet company had indeed made changes which affected how the router I now have functions. The very pleasant technical expert to whom I talked informed me that I needed to purchase a new router which, with tax, would cost close to $200.00. I did check on line while I was talking to him to see if the price he offered was the best I could do. It was. I ordered it and now await its arrival.
The above experience reminded me how much I depend of the expertise and professionalism of others. I know that when I call the company I use for printer and copier service that they will be completely honest with me about what they know, what they guess and what they do not know. I also know that they will not belittle my lack of expertise regarding these machines. I really appreciate this. Although I may be disappointed if they are not able to fix a problem, I trust their opinion about the next step I should take. I have a lot less faith in the staff of the internet provider. The corporation is a large, international one. My experience with them is that the staff who are generally pleasant are under pressure to deal with customers as efficiently as possible so as to process a lot of customers without the need for additional staff. This is not the first time what I have sensed that they were telling me some “fact” which may not have been true. Their staff also seemed to be trained to blame the customer for the problem and to limit their interaction with other staff members. The rules for how the staff are to function seem very precise. The expectation is that rules will be followed without any reliance on common sense.
This corporation is the only internet provider available at the address at which my home is located. It seems that another internet provider in the area is not allowed to serve intercity area homes and businesses. Where I previously lived there were several options available for internet service. The provider I choose was also a smaller company than the corporation with whom I now do business.
I have also notice that sometimes when I see a professional it seems as if they or their staff are reluctant to talk about money or give the impression that if one has to ask or talk about money that one should not be their customer. It is easy, under these circumstances, to begin to feel some amount of shame regarding monetary issues.
I list all these examples because for me, as a professional, I want to provide the most loving, competent, non-shame inducing service possible. Noticing how I feel with other service providers is very helpful in evaluating how I provide service. While there are many factors that affect the service, I offer and how it is received, the following are, I think, especially important:
For me, the bottom line is that the time I spend with clients/customers is real time for both of us. No matter what the business issue, the time spent between a service provider and a customer/client is a moment in time on this life journey between two or more people. Work time is not time while waiting for one’s real life. Work time is life. The interaction with the client/customer may be the last personal contact in this life journey for one of you. I need/want to ask myself, “What is I want to leave with this client who may be living their last breath? What is I want from the client/customer if this is the last moment of my life journey?” Obviously, I need to give what I want.
Paradoxically the less I treat a business relationship as ‘just’ a business relationship, the more likely my business will grow.
Written June 27, 2017
Yesterday, I made yet another call to an “expert” regarding the fact that my printer, phone and computer will not stay connected to my internet connection. At first I thought the problem was just with the printer. When I could not fix the problem, I called the company that has provided expert, professional printer/copy service in the past. Twice they came and thought that they had fixed the problem, but it turned out the fix was very temporary. I called the internet provider who claimed that they had made no changes which affects how my router works. This had previously been an issue with another internet provided which resulted in the purchase of my current router. Finally, I called the company which makes and sells the router I am using. After patiently listening to all I had done to attempt to fix the problem myself they stated emphatically that the internet company had indeed made changes which affected how the router I now have functions. The very pleasant technical expert to whom I talked informed me that I needed to purchase a new router which, with tax, would cost close to $200.00. I did check on line while I was talking to him to see if the price he offered was the best I could do. It was. I ordered it and now await its arrival.
The above experience reminded me how much I depend of the expertise and professionalism of others. I know that when I call the company I use for printer and copier service that they will be completely honest with me about what they know, what they guess and what they do not know. I also know that they will not belittle my lack of expertise regarding these machines. I really appreciate this. Although I may be disappointed if they are not able to fix a problem, I trust their opinion about the next step I should take. I have a lot less faith in the staff of the internet provider. The corporation is a large, international one. My experience with them is that the staff who are generally pleasant are under pressure to deal with customers as efficiently as possible so as to process a lot of customers without the need for additional staff. This is not the first time what I have sensed that they were telling me some “fact” which may not have been true. Their staff also seemed to be trained to blame the customer for the problem and to limit their interaction with other staff members. The rules for how the staff are to function seem very precise. The expectation is that rules will be followed without any reliance on common sense.
This corporation is the only internet provider available at the address at which my home is located. It seems that another internet provider in the area is not allowed to serve intercity area homes and businesses. Where I previously lived there were several options available for internet service. The provider I choose was also a smaller company than the corporation with whom I now do business.
I have also notice that sometimes when I see a professional it seems as if they or their staff are reluctant to talk about money or give the impression that if one has to ask or talk about money that one should not be their customer. It is easy, under these circumstances, to begin to feel some amount of shame regarding monetary issues.
I list all these examples because for me, as a professional, I want to provide the most loving, competent, non-shame inducing service possible. Noticing how I feel with other service providers is very helpful in evaluating how I provide service. While there are many factors that affect the service, I offer and how it is received, the following are, I think, especially important:
- Listen carefully to what the customer/client is saying.
- Be honest about what one knows and does not know.
- If one forgets something a client/customer tells one, ask for the information again. Apologize and write down what the person tells one.
- One size does not fit all. if, for whatever reason, the standard recommended approach does not feel right to the client/customer, then explore an alternative solution/plan.
- Be sensitive to concerns about cost. Do one’s best to not create shame around the issue of money.
- Be quick to refer to someone who may be a better fit for a client/customer.
- Avoid canned questionnaire about the quality of service. Ask what might have been more helpful/effective.
- Greet the client/customer by name and connect with them as a person by shaking hands, and having eye contact.
- Do not call female customers/clients honey, sweetie or another name with which you would not address a male customer/client.
- If not feeling well or distracted for any reason be honest about that with the client/customer without making the appointment time about you.
- Be on time or acknowledge that one is running late and apologize. If one is running more than 10 minutes later offer the client/customer the option of rescheduling.
- If someone else in your business/company can provide a service or needs to provide a service to a particular customer or client, then talk to that co-worker. Often one can take the client/customer and introduce them to the co-worker. If contact is via phone offer to have co-worker call the client/customer.
- Remember that the client/customer is a person and not just a source of income. No one likes to be treated as an object. On the other hand, most clients/customers do not want to be treated in an overly familiar manner.
- Let go of expectations of the client/customer. Expectations that the client/customer has to do your plan your way is not kind or helpful. If, for example, a client. /customer of mine who is struggling with addiction decides that they are not ready for recovery than respect that choice and let them know that if they change their mind you will be there. I often check in with clients who are not scheduling via text or email with a “Just thinking of you. Hope you are doing well.” or “let me know if I can be supportive in any way. Blessings Jim.” I will ask them if they wish for me to check in with them.
For me, the bottom line is that the time I spend with clients/customers is real time for both of us. No matter what the business issue, the time spent between a service provider and a customer/client is a moment in time on this life journey between two or more people. Work time is not time while waiting for one’s real life. Work time is life. The interaction with the client/customer may be the last personal contact in this life journey for one of you. I need/want to ask myself, “What is I want to leave with this client who may be living their last breath? What is I want from the client/customer if this is the last moment of my life journey?” Obviously, I need to give what I want.
Paradoxically the less I treat a business relationship as ‘just’ a business relationship, the more likely my business will grow.
Written June 27, 2017
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