I received some fairly ordinary customer service today and it's not the first time from this particular company. I wrote it off in my head by saying that we're only a small client of theirs and then I thought - hold on a minute. Should size matter?
I'm a client. They took on our business knowing that we weren't BHP and implicit in them taking on our business was, I believed, a promise of a certain level of service.
Here at our little business (Elephant Property), I don't care if you have one $250 a week rental property or 20 at twice that price - you'll still receive a high level of customer service and I'd be horrified if I ever heard the words "you're only a small client" ever leave one of our team member's lips.
Now sure a bigger client may receive additional extras, but there's a base level of fantastic customer service that merely being a client of any size or description qualifies you for if you deal with our business. Shouldn't that be the same at all firms? I say don't take on the small client if you can't offer them at least that.
And remember... a small client can easily become larger and a small client can recommend (or dissuade as it may be in this case many others from coming to you).
To sign up to Kirsty's newsletter head to: www.kirstydunphey.com
I'm a client. They took on our business knowing that we weren't BHP and implicit in them taking on our business was, I believed, a promise of a certain level of service.
Here at our little business (Elephant Property), I don't care if you have one $250 a week rental property or 20 at twice that price - you'll still receive a high level of customer service and I'd be horrified if I ever heard the words "you're only a small client" ever leave one of our team member's lips.
Now sure a bigger client may receive additional extras, but there's a base level of fantastic customer service that merely being a client of any size or description qualifies you for if you deal with our business. Shouldn't that be the same at all firms? I say don't take on the small client if you can't offer them at least that.
And remember... a small client can easily become larger and a small client can recommend (or dissuade as it may be in this case many others from coming to you).
To sign up to Kirsty's newsletter head to: www.kirstydunphey.com