Well worth a try - not!

Although I have 20 years of experience as professional management of customer service, I have the last two years as a headhunter. My last job before being returned to the management of customer service to find a new president, vice-engineering of high-tech companies in Germany. This person should speak fluent German, have experience leading teams in the development of laser and a degree in physics, specializing in both quantum optics and quantum electronics. Because people with theseQualifications are hard to find - Why else hire a headhunter? - I was very happy when I received a call from Jerry, a guy who Headhunter "reaching out" has been and the construction of their professional network.

As always do headhunters, Jerry finally asked me if there was anything he could do to help me with one of my current functions. Of course I sent the job description for the position I was working, and offered him a crack on the assignment of hopea curriculum that had some magic up his sleeve. Sure enough, within minutes of Jerry with someone who said he felt, replied, "almost perfect" for the position.

Amazing! What immense happiness that I was with that day! That was until I read the curriculum that had sent me. The individual who has made a degree in physics, but that was it. She lacked any requirement of the job description. She did not even speak German! When I emailed Jerry about the candidatesThe lack of alignment with my needs, he replied: "Well, it was worth trying."

Huh? I'm missing something here? It was worth a try, why not read the problem, the job description that I sent, or was his hope that I have been so stupid as to a candidate who was miles away from my need to consider? I started typing a response "educational Jerry and then reflected. He is sloppy and no amount of e-mail is no longer capable. Instead, I simply deleted Jerryfrom my contact list.

Jerry showed me both as a peer and a potential customer within 30 minutes in contact with me. If he was honest and said that no candidate would be in line with my needs, I appreciated his professional approach and found the top of the list for the next opportunity. The irony is that Jerry knew he was going and coming back to take a "real job. So I was on the transition from peer-to potential customers, and wasI probably need to offer soon. Despite this, decided in a way that I run is stupid or useless as a customer accepted as a peer.

What has this to do with customer service?

Like it or not, you are always watched and judged by your customers, but do not touch the customer at the time. Each time you do not give your best effort, and eventually gives too short, the potential (!)Customers know - even if they say nothing about it. It 's rare that customers actually take time to give you honest, unsolicited feedback on the quality of your work if you are unbearably bad. If you think that customers do a poor job, it is easier for them to go elsewhere rather than use the time and energy to explain to you what they feel should be improved.

Then, there are three fundamental things that should seek to:

Still help)Your best and nothing but the best for everyone. I'm always on stage, you are constantly measured and judged. If you have the choice between work, the sub-standard or no work is aimed at all, choose the second. Customers will remember the rule that the worst experience they had with you, not the best. People who do not judge the customer what they can expect from you based on how you interact with them if you have nothing to gain. All the opportunities forReferral from a colleague or employee is also affected by the window when you lose.

2) Do you expect your customers are smart! Very, very, very clever! You'll see every trick, every game, every lie, every excuse, every rationalization and any suggestion that you send their way. Instead of calling your bluff, they will go away and just looking for someone who is serious about their profession.

3) Always leave the customer knows that youtheir views. Or give them a chance and comment on reviews after each event / project you are working with them, or they can with regular customer satisfaction. If possible, get your answers, rather than digital.

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