Posts
cus·tom·er
–noun
1.a person who purchases goods or services from another; buyer; patron.
2.Informal . a person one has to deal with: a tough customer; a cool customer.
Synonyms:
- client
- patron
- purchaser
- habitue
- prospect
- user
- buyer
- clientele
- patient
- guest
- vendee
A quick search of dictionary and thesaurus reveal something that much of american business has forgotten. There are more than one kind of customer. Different businesses have different jargon. Accountants have "clients" and doctors have "patients" Salesmen may have "prospects" or "buyers" while radio dj's have "listeners." All of whom are CUSTOMERS. This one bit of semantics has caused many professionals to forget that they are in the business of customer service.
I Had an experience this week that is likely familiar to many readers.
My Dr.s office called me to inform me that the appointment I had scheduled a month ago would have to be reschedules because, "something has come up in the office and none of the doctors will be in the office that day." Fortunately, they did call me a week before the actual appointment to inform me of the change. The problem is, I had scheduled my entire week around that one appointment in order to get my new prescription before leaving town for a week.
So I hit the books and rescheduled several days of work to accommodate the change. I called the doctors' office back to change the day and time only to find the office closed for the holiday. (They did not update their voice-mail system message to indicate the change in office hours .) I can now only hope they open Monday so I can schedule the new appointment.
This struck a nerve with me. The customer in me was not quite happy with the turn of events. I scheduled an appointment a month in advance. I based that appointment on when my doctor would be available. I rearranged my schedule around my doctor's in order to be there. So far, all the work was being done my me. ... And I was the one paying for it.
Whether we like it or not , the banker, doctor, judge, and electrician all have customers. No, they may not call them customers, but the people who receive their services (or lack thereof) are customers. Every parent, teacher, pastor,and foundryman have someone they serve. These may be children, students, parishioners and foremen but they are customers. ("people they must deal with") Problems arise when we forget this fundamental aspect of life.
Take a look at your life. Who are your customers? I have many. I have a wife, children, friends, and even my superiors at work. Oh, I nearly forgot. I also have my employees, my waitress, and ... oh yeah ... My Customers. The basic skills we use to handle our closest relationships are needed to deal with all our other "customers."
- respect
- listening skills
- attention
- consideration
- courtesy
These things are all absolutely essential to maintaining healthy relationships. Whether the relationship is with your spouse, sibling, customer, or superior these skills must be present for the relationship to thrive.
Was my doctor considerate and respectful of the effort that went in to my scheduling the original appointment? Was I respectful of the fact that something may have indeed, "come up"? You see, I am the customer of my doctor, but she is my customer as well. Her staff called me to let me know about the change. They offered alternative appointment times. These things certainly demonstrated respect, understanding, and courtesy. If I am a good customer, I must return those in kind.
Are you a good customer? Do you service your service providers with the same levels of respect, compassion or understanding? We must, "deal with" many people in out lives. How we "deal with" them goes a long way to making life a much more pleasant experience.
Remember.
You are in customer service. Whether you like it or NOT. Be a great customer by delivering Great customer service.
My mother used to tell me that to have good friends you had to be a good friend. You know, She was (and is) right. You have to be a good customer to have good customers.
