by Erica Kitner, Social Media Expert
Something we’ve never done before….
We’re going out on a limb and sharing an internal, private team e-mail that will give you a glimpse into how we do client care at Virtual Assist USA. This is an e-mail that our president sent out. With her permission, we’re posting the full text of the e-mail here so you can see for yourself what our Core Values look like on the inside. You might notice some pithy language and some heartfelt expressions – but that is how we do it.
We hope to inspire other companies to share their secrets this way, too.
|from:||Danielle Julia Cuomo (firstname.lastname@example.org)|
|date:||Tue, Aug 13, 2013 at 3:43 PM|
We’re having a great week here – rapidly signing up new clients and serving our current clients with panache.
For this week’s coaching, I wanted to remind you of our Client Care Principles. This message is so very timeless. From the first time I wrote these principles down, when haphazardly writing the first iteration of our business plan, they’ve remained a prominent place in my career. To be transparent, when I first launched this business in 2008, at 4am from the dining room table of my apartment, I had no idea it would become what it did. I truthfully viewed it as temporary. And I have never said that out loud or written that down before! But, because of the commitment you’ve made to serving out our mission and the contributions you have made — we’re bigger than ever, consistently doubling our growth year over year. So, here’s to you for making that happen.
1) Clients are the most important people in the world: There are signs above some stores that read, “‘The people that walk through this door are the most important people in the world.” This is the number one principle to keep in mind.
2) Clients aren’t dependent on us; rather, we’re dependent on them: The adage is true “Poor planning on your part does not constitute an emergency on my part.” But, not here. Interruptions with emergencies are hard to deal with and put a wrench in your schedule, yes, but a smile is always appropriate, even over the phone, and it goes a long way in making a client know they’re taken care of. All clients must feel like they’re first in line to get their needs met. Never get upset, angry or inpatient with a client – no matter what. (Unless you’re in private – then you can do whatever the hell you want to express your frustration!)
3) Give them what they want: When a client calls in a rush, be succinct. If they’re having a bad day and need to vent, take the time. It’s critical to make them feel important – because they are! Take the time to get to know them – care about how their kids are doing, how their day went and how they’re relaxing this weekend. (If they’re using our support system in the right way – they should be relaxing this weekend!)
4) Have a sincere desire to serve: If serving clients with panache and attention isn’t what a person wants to do, then they should never have applied for this position in the first place. All team members should thrive on delighting clients. Clients deserve the most courteous, expert and attentive treatment.
5) Finally, they’re not always right. However, they pay for the privilege of having our expertise to tell them that. If their request cannot be done, a simple statement to that fact is sufficient. When that happens, always try to give a referral to someone that could meet their needs.
Love to you all – thank you for allowing me to do what I love every day, which is work right alongside of YOU.