Providing Compassionate Client Service Without Sacrificing Yourself
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The document discusses handling clients with compassion while avoiding overextending oneself. It emphasizes listening to clients, understanding their perspectives, and addressing problems from a place of empathy. While clients can become difficult at times, the document encourages maintaining calmness, focusing on relationships, and letting go of fear or reactions when serving clients with compassion.
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Providing Compassionate Client Service Without Sacrificing Yourself
- 1. HANDLING CLIENTS WITH COMPASSION, PROVIDING WHITE GLOVE SERVICE WITHOUT SELLING YOUR SOUL #WCJAX @heartwired_ds
- 2. A little bit about me… Been in the “IT” industry for over twenty years. Started blogging on WordPressin 2008, started workingwith WordPressasa freelance designer. 2015 Went on first of several Mission Trips, felt like I needed to do more. 2016 – started alocalweb design agency,HeartWiredDigital Solutions. Current – serve clients that are nonprofits and small to mid-size businesses. #WCJAX @heartwired_ds
- 3. sympathetic consciousness of others' distress together with a desire to alleviate it #WCJAX @heartwired_ds
- 4. •When we are tired •With needy clients •Get the same question over and over again •Things should be simple •Scope creep creeps in Are we really compassionate? #WCJAX @heartwired_ds
- 5. Ever wanted to fire a client? • Not listening • Non payment • Sharing your prices • Unreasonable expectations • Non communicative #WCJAX @heartwired_ds
- 6. Every Client is different Developing Customer Personas can help determine who your clients are, should be or better yet who they should not be. #WCJAX @heartwired_ds
- 7. Every client is unique in their own way But they all want the same thing… To be heard and know you care #WCJAX @heartwired_ds
- 9. Your clients arehuman (hopefully) • Their lives are important • Emotions both good andbad • Askthem about THEM • Showthat you care #WCJAX @heartwired_ds
- 11. CREATINGA CULTUREOF COMPASSION • Clarify your purpose • Empower and Engage • Be willing to go off script • Focus on relationships • Listen, connect and share #WCJAX @heartwired_ds
- 12. As a business owner, your job is to make your customers happy. But not when it is at your own expense and frustration. #WCJAX @heartwired_ds
- 13. Whether youarea Solopreneur, Entrepreneurorlarge agencyowner • Weare all someone • Everyone wants to behappy • Everyone wants to be appreciated • No one wants to feel unwanted • Respond rather than react #WCJAX @heartwired_ds
- 14. Sometimes in order to keep your wits about you and not drown in the sea of loneliness and despair. #WCJAX @heartwired_ds
- 15. If you have clientswho… • Don’t communicatewell • Don’t pay timely • Arecondescendingtowards youor yourstaff • Are disrespectful of you and your time. • Are dishonest • Talk negatively about you with no cause #WCJAX @heartwired_ds
- 16. Sometimes the client yells and screams and expects you to work magic. • Remain Calm • Use their name in responses • Don’t take it Personally • Listen • Empathize, Sympathize as needed • Find a solution • Take a breather #WCJAX @heartwired_ds
- 17. Human-Centered Service • Practice reflective listening. • Consider their affect heuristic. • Tap into the beginner's mind. • Let go of fear. • "Chunk" the problem. • Remember, anger is natural. • Keep calm and carry on. #WCJAX @heartwired_ds
- 18. How much time do we spend trying to understand ourclients? Listen for understanding not forsolutions If we listen well, we canserve well Compassionallows usto decrease our own bias when working with clients. #WCJAX @heartwired_ds
- 19. If I had an hour to solve a problem I’d spend 55 minutes thinking abut the problem And 5 minutes thinking about solutions. —AlbertEinstein #WCJAX @heartwired_ds
- 20. Putting people over profit allows us as business owners to truly help others and #WCJAX @heartwired_ds
- 21. The best design puts humans — of all ability levels — first. #WCJAX @heartwired_ds
- 22. Create websites that adapt and are accessible • Sight- Full sight. Colorblindness. Partial or complete blindness. Astigmatism. • Sound – Transcripts for multimedia • Accessibility matters when it comes to proper design and in fact should be standard design.
- 23. • Make it all personal for the customer. Each and every customer should feel special when they do business with you. Do what you can to make every area of your business personal for the customer. • Offer loyalty discounts for those that are repeat customers and have been with your company for a long time. This is a great way to delight customers and thank them for their business. • Be flexible. Things happen and some customers may get angry. Be flexible with how you handle things and do what it takes to make everything right for the customer. • Understand what your customer wants and do what you can to provide. Take some time to learn more about your customers and what they’re looking for. #WCJAX @heartwired_ds
- 25. Slides will be made available. Twitter @heartwired_ds Facebook HeartWiredDigitalSolutions LinkedIn heartwired-digital-solutions Instagram @heartwired_digital #WCJAX @heartwired_ds
Notas del editor
- Handling clients with compassion, providing white glove service without selling your soul
- Been in the information technology industry for a couple few decades … started using wordpress as a blogger in 2007.. Technically 2008 as it took a lot of courage to let the world see and actually press publish ..in 2015 after designing several sites for free.. I was on a mission trip to Haiti and felt called to do more with my gifts. In 2016 I started my boutique web design agency here in Jacksonville Heartwired Digital Solutions where we primarily serve nonprofits and small to medium sized businesses both locally and globally.
- So what is compassion?
- Are we really compassionate? Especially when we are tired, have needy clients, hear the same question over and over again, things that should be simple our clients make complicated, or when scope creep creeps in
- Ever wanted to fire a client? For things like not listening, non payment, sharing your pricing, unreasonable expectations, being non communicative or responsive
- Every client is different, figuring out the client personas that you can best serve will make both yours and their lives easier..as will figuring out who you should not serve.
- While they are all unique they all want the same thing.. To be heard and know that someone cares.
- How to show your clients that they matter.. Their lives even beyond their business or organization matter. They have emotions just like you do, both good and bad.. Genuinely ask them about them find out what their story is.. Show them that you care.. Your clients are human just like you afterall
- Your brand is only as big as your heart .. It may not be a part of your visual identity like ours, but people will still notice it when you use it.
- How do you create a culture of compassion? Clarify your purpose Empower and engage Be willing to go off script Focus on relationships Listen, connect and share
- As a business owner your job is to make your customers happy, but not when it is at your own expense and frustration.. Some clients are yours for the long-term while others are easy to let go to allow room for those that are the right fit.
- Whether you are a solopreneur, entrepreneur or large agency owner .. Client relationships are all the same
- Sometimes to keep your own wits and sanity and not drown in the sea of loneliness and despair
- When you have clients that don’t communicate, pay timely, are condescending, disrespectful, dishonest, or talk negatively about you, your services or even your vendors and sometimes competition… it is time to fire them
- So how do you handle those clients that just like to scream because they think you are a magician.. Assuming you have not fired them of course.. First remain calm ,, they might be angry but getting angry in response escalates rather than diffuses. Use their name when talking to them .. The most soothing word for someone to hear is their own name. don’t take it personally.. They are upset with whatever the situation is usually that is not you, many times it is not even your situation. Listen.. Let them vent .. Empathise, sympathize as needed .. Find a solution when there is one.. Sometimes that means admitting there is no solution or at least not one readily available.. Be willing to try and fix what is within your means, and accept the things that you either simply cannot control or are beyond your scope… after all that .. Breathe.. Take a walk.. Clear your head.
- Provide human centered service .. Practice active as well as reflective listening .. Consider their affect heuristic .. Or the shortcut to how they make decisions in that moment based on their emotions .. Tap into their beginners mind or the openness to new ideas.. Let go of fear.. Chunk the problem.. Break up the problem into sizes that are easily managed.. The best way to eat an elephant is one bite at a time.. Anger is natural for everyone .. Keep calm and carry on .. We are all human kind.. Be both
- How much time do you spend trying to understand our clients versus fix them .. Listen for understanding rather than solutions and you lkely will serve better.. Compassion allows us to decrease our own bias when working with clients.
- Putting people over profit allows us as business owners to truly help others and do something great .. Also a great book I recommend called People over Profit by Dale Partridge
- The best design puts humans – of all ability levels – first
- Create websites that serve and are accessible to everyone. Accessibility amplifies compassion for everyone and personally should be standard design practice versus what ends up many times as an afterthought.. Granted this does not pertain so much with handling your clients but more so serving those that your clients serve better.
- Make it personal for the customer .. Each customer should feel they are your only customer Offer loyalty discounts or rewards as a token of appreciating those clients that help you Be flexible.. Things happen , people get angry usually at the situation rather than you so be flexible, do what you can and contrary to popular belief the client is not always right just be tactful if you choose to tell them they are not Understanding your clients is vital, take their pulse, touch base from time to time.. Many times you don’t know what you don’t know unless you ask.. Surveys can work to get honest feedback that can help you serve better