“Some people don’t see an opportunity, unless there’s a paycheck attached to it.” – Charlamagne Tha God
Today was particularly LONG! Staying on the phone with customer service to solve an issue with a Website, not any of our websites, but a client’s website. This was a situation where the client should’ve been the person to call in on our 24/7 Customer Service line and get the problem resolved. However, I know that my client doesn’t understand any of this Techie Web jargon, and so I took it upon myself to ensure that they got their problem resolved by calling our web team myself and staying on the phone for a little over 5 hours of my day just to make sure their SSL Security and certificate was set up correctly for their site.
Why do I share this?
At several points during the call, I was frustrated and already had other work I needed to take care of that required more of my attention in terms of what I deemed to be a priority. And this knowledge tempted me to hang up the phone, briefly explain to the client the basics of what we were actually responsible for handling, and then have them call in customer service to handle the rest…because quite frankly, this is part of what we have the CS team set up for… 24/7 Calls at anytime you have an issue. But this is my Business, and if I wasn’t committed enough to provide a high level of customer service, how would I expect my team to do the same? The easy route would’ve been to say, “hey just call the 24/7 line and one of our CS agents will help you out.” I felt my time on other current projects would’ve served as a better use of my day. After 5 hours of bug fixing and problem solving, I finally got the client on the line to explain what problems we had, and what solutions we came up with; I can say with fair confidence that the level of commitment to solving their issue will not go unnoticed for a long time.
The products are all the same, you can call GoDaddy, 1and1, or any other Web Service provider…we all provide the same products. Same applies to most industries; Real Estate, Insurance, Food, Fitness etc etc. The ability to go just that small extra mile really is all the difference. Once your client, or anyone, understands that you will do whatever it takes, on their behalf to ensure that they get the best result…it becomes less about the money. The level of service you provide shouldn’t be determined by how much you’re going to get paid for the time you invest into making sure something gets done correctly.
As much as it was draining, I’d say today was a good work day; I learned the value of exceptional customer service.
Question of The Day (QOTD)