I’ll admit. I debated back and forth as to whether or not I should do this blog post. I’m not sure if anyone will find this helpful or if anyone even cares, but, whateva! Do what I want (in that weird voice that people say that in)! Here goes.
Colby and I were heading home from dinner at Williamson’s the other night and he whips out his phone and says, “I want to read something to you and get your opinion.” He proceeds to read me some blog article from a blog talking about customer service. I call it Client service because I like Client better than customer. Anywho… The article talks about this guy who goes into Starbucks and was waiting in line to get his coffee. The lady in front of him who has already purchased her tea explains to the cashier that she over sugared her tea and wants to know if they’ll give her another one at no charge. The cashier says she needs to get a manager and let the manager decide. Basically the blog article criticizes the cashier for not being able to make a decision to eat the 10 cents and give her another tea bag, cup, and water. Instead she had to get a manger. He claims it should have been a no brainer decision to just do what it takes to make the customer happy. It is a minimal cost to Starbucks and keeps the client happy. While I agree that the best thing to do would just be to give her another tea bag, cup, and water at no charge I don’t think the guy criticizing her for getting a manager realizes that many people who are not on a management level that work in retail do not have the authority to give away a product.
Beside my criticism of his observation this brings up something I wanted to talk about for our industry. How do you decipher when you should just eat a small cost to make a Client happy or when you should say no? It’s a tough question. On one hand if you do eat the cost you could have a Client for life, referrals from that Client, etc, but on the other hand you might just make that person happy and not get any additional benefits of it. Is it enough to just put an extra skip in our Client’s step without getting something in return? I’d have to say it is. Sometimes it’s just about putting a smile on the Client’s face. If that lady ultimately got another tea for free from Starbucks would it generate referrals from her to Starbucks? Probably not. If they wouldn’t do it for free, would she never go to Starbucks again? Probably would go to Starbucks again.
That brings me to another question. How do you decipher if a Client is just complaining because they’ve learned that if they complain about things they get what they want? That’s also a tough question. Last Friday night my husband and I went to Chili’s for dinner. I have an intolerance for corn kernels. I don’t know why corn in things like corn syrup and such don’t bother me, but corn kernels tear me up. I ordered their BBQ chicken salad with no corn. They bring the salad out and it has corn all over in it. I send it back. They bring me another salad that does not appear to have corn in it. I start eating it and look down to find corn hiding throughout the salad. I just picked the corn out of the salad, brought the waitress over and instead of complaining told her that she needed to just let the chef know that he could cause serious harm to people if he isn’t careful. The manager came over, apologized, and took my meal off of our bill. I had every intention of paying for it but it was good customer service that the waitress, instead of just relaying my message to the chef, relayed it to the manager who then came over to “make things right.” It made me happy and I still love Chili’s. In this instance you see that the fault rested on the restaurant for not providing me with what I ordered. With photography it’s more complicated because art is subjective. If you deliver what the Client ordered and they still aren’t happy, do you try to place blame somewhere? Many times a Client will complain just to get something for free and place all of the blame on you. Yes, you might be hurt by it, you might not like what they have to say, and what they’re saying may not even be true, but ultimately the Client is who needs to be happy. That doesn’t mean you need to give anything away for free but I do think we need to get past the blame game. Sometimes it doesn’t matter who’s fault it is. We should want to leave a positive lasting impression on our Client’s. As a society we’ve turned Client services into something where the Client almost feels like they have to apologize when they ask an associate to get something or do something for them. Why is that?
I think the key is to be able to suck up your pride, set aside who’s fault it is, and service your Client the best way you can. If you feel a Client is just trying to complain to get something for free, then consult a photography community and get their opinion. If generally they agree that your work and products represent what you sold to your Client, chances are they might just be complaining to get more out of it. The question then becomes do you give in? I don’t like to look at it as giving in. I like to look at it as an investment in my Client’s long term satisfaction with the job they hired me to do. Unfortunately there is no one answer to how you should deal with your Client’s but ultimately I think it comes down to one principle. Put yourself in your Client’s shoes. Try to understand, from their perspective, what they are telling you. Set aside pointing fingers or placing blame, and do what is in the best interest of both your Client and your company. Sometimes it’s doing nothing. Sometimes it’s giving something. Ultimately, even if it is the Client’s fault, sometimes sucking up the cost of the tea bag, cup, and water will put that extra skip in your Client’s step.
Jen Shannon Photography, Chicago Wedding Photographer
Thanks for sharing your insight! I think customer/client service and their happiness is super important- especially in an industry that is based primarily on word-of-mouth referrals. But I do agree with you, that we must know when to say no…