If you are in a service business, then it’s only a matter of time before a client or customer is unhappy and tells you about it.
When this happens, it’s only natural to want to shift blame back on the client. (“It’s something THEY did that caused the problem; not ME!”)
Frankly, it doesn’t matter whose fault it is, yours or the client’s. Because the client perceives there is a problem. So what should you do?
Nearly 100% of the time, you should accept responsibility for the situation and attempt to make it right. This has become a habit for me, and it has served me well.
You see, as a service provider, you have to want your clients to succeed. This is something I’m passionate about. It’s not about me; it’s about them.
I don’t care if I’m inconvenienced. I’m going to go the extra mile. And you should, too.
More than once, I’ve seen (or heard) of actual firsthand accounts where a service provider basically told his client to go to hell.
And I’ve also picked up clients who used to do business with other copywriters I know. When I hear the client’s story, I’m always surprised by what transpired that made the client leave. (Some of the stories I’ve heard would shock you.)
Ultimately, I guess it’s about values.
Are you in the game for you? Or are you in the game for your clients?
And no matter how you answer that question, always keep in mind that your reputation precedes you.
As King Solomon wrote in Proverbs 22:1, “A good name is to be more desired than great wealth, favor is better than silver and gold.”
If you’re snubbing responsibility… and treating your clients or customers like dirt… it’s only a matter of time before it becomes much harder for you to keep your business running.
Infinitely better: Take responsibility; make things right; go the extra mile to make your client thrilled they chose to do business with you instead of the other guy.
-Ryan M. Healy
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About Ryan M. Healy
Ryan Healy is a direct response copywriter. Since 2002, he has worked with scores of clients, including BoostCTR, Alex Mandossian, Terry Dean, and Pulte Homes. He writes a popular blog about copywriting, advertising, and business growth, has been featured in publications like Feed Front magazine, and is a regular contributor to WordStream.com, BoostCTR.com, and MarketingForSuccess.com.
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{ 12 comments }
RULE#1 “The customer is always right.”
RULE#2 “If the customer is wrong, see RULE#1.”
Personally, I am a very solutions-oriented person…so I try to avoid “fault” and go straight for whatever problem needs a solution. This doesn’t always work with every client I have ever had…as some clients seem to need to blame someone.
In that case, I just accept responsibility and move on. Hard to do sometimes, but the argument that could develop just isn’t worth the time and energy IMHO.
Joe
RULE#1 “The customer is always right.”
RULE#2 “If the customer is wrong, see RULE#1.”
Personally, I am a very solutions-oriented person…so I try to avoid “fault” and go straight for whatever problem needs a solution. This doesn’t always work with every client I have ever had…as some clients seem to need to blame someone.
In that case, I just accept responsibility and move on. Hard to do sometimes, but the argument that could develop just isn’t worth the time and energy IMHO.
Joe
Wow, so true Ryan.
Plus, in the end you’ll make more of a profit. Because if the client either 1) realizes he’s wrong or 2) notices that you didn’t complain when others have…
…they’re going to praise you to all their buddies.
Then you start getting more referrals, which leads to more business, and more money!
So in the end…even though it’s an inconvenience, it’s always worth it to go the extra mile like you said.
Jeremy Reeves
http://www.ControlBeatingCopy.com
Wow, so true Ryan.
Plus, in the end you’ll make more of a profit. Because if the client either 1) realizes he’s wrong or 2) notices that you didn’t complain when others have…
…they’re going to praise you to all their buddies.
Then you start getting more referrals, which leads to more business, and more money!
So in the end…even though it’s an inconvenience, it’s always worth it to go the extra mile like you said.
Jeremy Reeves
http://www.ControlBeatingCopy.com
Funny you wrote this today, Ryan. In the last two days I’ve dealt with two different people who have screwed up, one significantly, and they both offered an “apology” that basically says “I’m sorry if you were dissatisfied, but you did get something for your money so quit complaining.”
Not exactly a sincere apology in my mind. Especially when there are quite a few people complaining about lack of delivery on what was promised. If it was just me, I might just chalk it up to my bad attitude :-)
I don’t subscribe to the “customer is always right” mindset. They’re sometimes wrong, and there are times when you should “fire” a customer.
But if you promise something and don’t deliver on it through nobody’s fault but your own, you should admit your mistake and make the situation right.
Great post, as usual.
Funny you wrote this today, Ryan. In the last two days I’ve dealt with two different people who have screwed up, one significantly, and they both offered an “apology” that basically says “I’m sorry if you were dissatisfied, but you did get something for your money so quit complaining.”
Not exactly a sincere apology in my mind. Especially when there are quite a few people complaining about lack of delivery on what was promised. If it was just me, I might just chalk it up to my bad attitude :-)
I don’t subscribe to the “customer is always right” mindset. They’re sometimes wrong, and there are times when you should “fire” a customer.
But if you promise something and don’t deliver on it through nobody’s fault but your own, you should admit your mistake and make the situation right.
Great post, as usual.
I think that’s true – and to make sure you don’t have ugliness, you have to help your client REALLY understand your product/service so that there’s no dispute what it will and won’t do…BEFORE they buy it.
I sell a service that requires the buyer to put in effort to get results. I guarantee what I sell but part of that is that they do the work. If they do, and the results aren’t there, it’s my fault…
Good post, Ryan!
I think that’s true – and to make sure you don’t have ugliness, you have to help your client REALLY understand your product/service so that there’s no dispute what it will and won’t do…BEFORE they buy it.
I sell a service that requires the buyer to put in effort to get results. I guarantee what I sell but part of that is that they do the work. If they do, and the results aren’t there, it’s my fault…
Good post, Ryan!
Ryan
Sometimes I think there’s a danger where you want the client to succeed more than they do. I know that’s a trap I’ve fallen into in the past.
regards
Mark
Ryan
Sometimes I think there’s a danger where you want the client to succeed more than they do. I know that’s a trap I’ve fallen into in the past.
regards
Mark
@Joe – I’d heard of Rule #1, but hadn’t heard #2. That’s pretty funny. I agree: it’s about finding common ground and solving the problem — not pointing fingers.
@Jeremy – Yes, going the extra mile seems to pay off, especially in the long-term.
@John – Hmmm.. not exactly what you want to hear when you’re dissatisfied. That’s a bummer. Well, I can agree that the customer/client is sometimes wrong… it’s a matter of how we handle a situation like that. Diplomacy is key.
@Scott – So true. The better you set expectations up front, the more likely it is you will meet (or exceed) those expectations. That’s one reason I never guarantee a certain conversion rate. Too many variables involved.
@Mark – True. There are times when you simply have to decide that you’ve done enough, and move on.
Ryan
@Joe – I’d heard of Rule #1, but hadn’t heard #2. That’s pretty funny. I agree: it’s about finding common ground and solving the problem — not pointing fingers.
@Jeremy – Yes, going the extra mile seems to pay off, especially in the long-term.
@John – Hmmm.. not exactly what you want to hear when you’re dissatisfied. That’s a bummer. Well, I can agree that the customer/client is sometimes wrong… it’s a matter of how we handle a situation like that. Diplomacy is key.
@Scott – So true. The better you set expectations up front, the more likely it is you will meet (or exceed) those expectations. That’s one reason I never guarantee a certain conversion rate. Too many variables involved.
@Mark – True. There are times when you simply have to decide that you’ve done enough, and move on.
Ryan
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