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10 MORE Ways to Make Money with your Digital Cameras
1. Pet photos - advertise a Pet Photography business where you photograph pets with their owners. Most owners won't struggle to take a photograph with their pet all by themselves. You can be the one who makes it easy on them. Not only can you...
Customer Service Training Tips
Good customer service is the best way to keep customers coming back to your business. super stores that have hundreds of employee's, these companies do not give their workers enough incentive to be customer friendly, and they don't seem to insist...
How Hurricane Katrina is showing poor Customer Service
Hurricane Katrina has brought destruction hitherto unseen in the USA. Potentially worse than the hours of the hurricane's assault on land, has been the widely criticised response by authorities to the human need in the hours and days of the...
How Small Businesses Build a Customer Base
Building a solid customer base is a necessity of any small business. Often times these smaller businesses cannot compete effectively with larger companies in terms of resources. For example, Tom’s mini-Mart is not going to be a match for Farmer...
Warning - This Lease Might Explode Any Minute
Mike Caringi, owner of a small New Jersey business that sells pumps, found himself facing a gut-wrenching dilemma last summer. Should he continue paying $ 1,500 each month for essential telecommunications services he no longer receives and for...
 
Customer service lessons from Tony Soprano and Club Med

Whether you work one-to-one or deal with customers in groups, you identify a target market of customers most likely to value what you can offer. You develop processes that work best with those clients. You learn to anticipate their responses and help them feel pampered.

Ideally, you recruit new customers who fit your target customer profile, but sometimes you attract a customer who doesn't belong. These customer misfits can drain your energy, alienate other customers and fail to recognize the value you provide through your service.

A lesson from Tony Soprano

For an extreme example of what happens when you accept a "different" type of client, watch a few episodes of The Sopranos, an HBO mega-hit. You can rent videotapes of the first two seasons.

Almost every episode includes scenes between mob boss Tony Soprano and his psychiatrist, Janet Melfi. These scenes are so realistic that professional psychotherapy associations have included them in training programs.

From a customer service perspective, the psychiatrist seems overwhelmed by her notorious client. She can't resist hinting at his identity during a dinner party.
And Tony in turn is dangerous to his therapist. His curiosity about her background goes well beyond the average client's harmless fantasy, as he orders a wayward cop to follow her around for a few days.

Tony means well. When the therapist's car breaks down, her patient simply "borrows" the car and arranges for a repair at one of the "family" garages. He brushes away the therapist's concern about


boundaries.

Your client will most likely be less connected, less violent and less persistent. But you may find yourself dealing with someone who is equally determined not to play by your rules.

A lesson from Club Med

The wrong customer can harm everyone and experienced service companies know it. Suppose you signed up for Club Med with the idea that you were going on a retreat, where the "wild night out" would be a fireside poetry reading. As soon as you realize your mistake, Club Med will fly you back home and refund all your money. Bad attitudes are contagious.

You may not be as focused as Club Med, but your process will most likely work best with a certain type of client. A cynical client will challenge your value. A client who trusts without questions will easily feel betrayed.

In summary

Service businesses thrive on established processes and systems to serve clients, rather than relying on ad hoc "whatever happens" policies. The "wrong client" drains energy and can drive away "right" clients. By staying focused you can direct energy to building relationships with customers who enjoy each other's company and help you find others who, like them, will value what you offer.

About the Author

Cathy Goodwin, Ph.D., author of Making the Big Move, helps midlife
professionals navigate career and business transitions. "How Smart
People Can Derail Their Transitions" complimentary Special Report
http://www.cathygoodwin.com/subscribe.html . Contact:
http://www.cathygoodwin.com/feedback.html Phone: 505-534-4194

 

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