Business Department Blog: Finding the Customer Service Balance

Over the past two years it keeps hitting me that life is all about balance–balance of work and play, balance of family and work, balance of personal time and spending time with others, balance of the books, balance of pricing, balance of the music being played in the office, balance of everything. The most recent balance that I have been trying to find is that of great customer service and standing up for myself.

Recently we had a client who okayed their project a few times. We then sent it to print. When the client received their print pieces, they said that the color and paper was wrong. Looking back over notes, print proofs and digital proofs, they all matched. I told the client that I would design a new design for free, along with photoshopping their photo that they did not like. I thought this was meeting them half way. They were still not happy. It was then that I asked the critical question, “What would make it better?” “Reprint them” was their answer.

For me that means hundards of dollars spent on something that was not my fault. But on the flip side it means making the client happy. The next few days I talked with my trusted advisors. Some said to just make it right. Others said that some people will always try to get things reduced or for free and that I need to protect myself from that. What is the line you walk? If you always give away your services and pay for client’s items, then your company will die. If you do not make the client happy, then you will lose clients, and your company will also die.

I do not think there is a cut and dry answer to this question. I really think that it depends on the situation and past history with the client. Over the years, I have given things away, went above and beyond, and lost quite a bit of revenue. Yes, it probably helped the image of my company, but I have to wonder if it really helped my company.

What is the solution? I think it is protecting yourself. First of all, have everything in writing–no verbal agreements. Even it if it through email, you have a communication path to follow. Second, get everything proofed. Have the client okay the proof through email and sign off on any printed proofs. Therefore, you can show that they okayed it. Third, have some rules and stick to them. Make them your company’s policies.

Over the past six months, I have been working on this one, with some help. I have such a drive to make everyone happy that I had to inlist some help to keep me on track. What were some of the rules I made? First of all, I made the rule that all pricing is firm. We have set price sheets that go to everyone. That way I cannot feel bad and give people discount after discount that are just hurting my company. Second, all project bids have to be in a bid form, and if there is a change, a new bid is sent or it is signed off on. Also, make the rule that invoices are sent the same month and a followup, or late payment, notice is implemented if payment is not received the next month. When it comes to quality, make the rule that if there is even a small chance that it is your fault, take care of it. If it can be proven through great documentation that it is not your fault, nicely show and explain that to the client. What if the client still wants you to “make it right” even it if is their fault? Well then you have to decide how much you will lose if you lose that client and their network. If it is worth it, stand your ground. If not, you might just have to suck it up.

I know that it sounds pretty cut and dry. But for someone like me who wants to make everyone happy, it is still a hard balance to get used to and find. Everything is a work in progress. I have learned a lot in the past three years of business, and know I will learn a lot in the next three. Do you have any suggestions on how to find the right balance?

By Rachel Boone