Everyone says they give amazing service to their clients. Not many people can really explain what that looks like on a daily basis. Serge Robichaud is continually smiling, nodding, and asking, “How else can I help?” Maybe giving you a cookie. But that’s only the surface. Being nice and returning emails before your coffee gets cold is just the surface of the deeper, juicier truth.
Let’s set the stage. Picture this: a long-time client calls you on a Friday afternoon. They need an immediate update, but nothing is set in stone yet. Some people might groan, shuffle files, and write a stiff email promising to get back to them on Monday. A provider who is dedicated to their work will put off their weekend plans, pick up the phone, and say, “Let’s talk it out—what’s bothering you?” You create trust by really listening, like someone who can hear the sighs between their words.
Being flexible is part of the game. Some consumers want updates every day, while others are fine with no news at all. You don’t treat everyone the same way. It’s more like being a chameleon: changing your methods and strategies to fit the person in front of you. The idea isn’t just to say what people want to hear; it’s to be clear, even when you have to provide bad news.
Errors? Yeah, they happen. The most important thing is to admit it quickly. Don’t run away from blame or play hot potato with it. “Yes, that’s on us.” This is how we’ll repair it. Clients don’t demand everything to be perfect; they just want honesty and timeliness when things go wrong. I once mixed up two reports for two different clients. Take a deep breath. Admitted it before anyone else did, and then fixed it quickly. Both clients laughed, which made them trust me more. Who would have thought?
Being dedicated to service also entails being able to guess what people need. Not reading minds (if only!), but remaining one step ahead because of what you’ve learned. Did you see your client’s business change directions? Take action. Let others know about opportunities before they ask. Give out useful information. Send reminders so that nothing gets missed.
There is more than one method to talk to someone. It’s not always about telling, but teaching. Don’t just answer the question; assist them understand the wider picture. Use stories, examples, and even a fun comparison now and then. “Think of our process like making bread: it takes a lot of little steps, and it can be hard at times, but it’s worth it in the end.” When you talk to someone with empathy and honesty, tough talks can make your connection stronger.
A little humor can go a long way. Tell a joke, say you love coffee, or that you hate spreadsheets. Be a person. People remember those who make them happy. That’s the glue that keeps customers coming back, telling their friends about you, or forgiving you when you make mistakes.
At its core, giving committed client service isn’t about big gestures or fireworks. Being persistent, paying attention, and being curious are all important. You don’t just pick up the phone; you read between the lines. You change with the times, plan ahead, and take charge. Before expertise comes empathy. Clients can always tell who really cares about them, and those are the partnerships that persist through thick and thin.