I’ve had a rash of positive customer service experiences over the past couple of months and feel compelled to share them with you. We talk a lot on this blog about making your decisions (whether about a library’s collection, a marketing project, or fee pricing) in a client facing manner. My three experiences did exactly that, and each had a different aspect of what it means to be client facing and to look at the situation the client is in and make the best suggestions for the client. It wasn’t just about giving clients good customer service – that should be the floor of your customer service operation, not the ceiling – but, rather going the extra step to:
- be better than the customer expects you to be;
- listen to what the customer is actually saying and counsel them in the right direction, and;
- know when you are not the best solution, but can point the customer to someone that is, even if that someone is a competitor.