tag:blogger.com,1999:blog-8879779555304468045.post5114313962708168600..comments2023-09-13T05:47:20.964-07:00Comments on Client Service Insights (CSI): Client Service And Being HumanLeo Bottaryhttp://www.blogger.com/profile/10043698095787343204noreply@blogger.comBlogger5125tag:blogger.com,1999:blog-8879779555304468045.post-74944662707169110032009-06-11T13:42:09.418-07:002009-06-11T13:42:09.418-07:00Great illustration of how to build trust and stren...Great illustration of how to build trust and strengthen a relationship in the aftermath of adversity.Leo Bottaryhttps://www.blogger.com/profile/10043698095787343204noreply@blogger.comtag:blogger.com,1999:blog-8879779555304468045.post-72144667865014531312009-06-11T08:53:54.296-07:002009-06-11T08:53:54.296-07:00Leo,
I once was given a client that was so tough h...Leo,<br />I once was given a client that was so tough he made the prior account person type up notes after every single contact... even after short phone calls!<br />Our relationship was slowly building, in a positive way, until I made a major mistake. It involved tens of thousands of dollars, but was something that I was able to take care of internally.<br />A few days later I decided to come clean, and share everything with the client. When I finished he asked what he needed to do. I said nothing, it had gone away.<br />From that point on, our relationship totally changed. He trusted me implicitly. <br />His feeling, which he shared with me, was that if I was able to come to him with that, I'd come to him with anything.<br />It was one of the best lessons of my career.<br />Thanks for a great blog!Unknownhttps://www.blogger.com/profile/10246508072429768223noreply@blogger.comtag:blogger.com,1999:blog-8879779555304468045.post-77197584843276482262009-06-11T06:15:08.882-07:002009-06-11T06:15:08.882-07:00It's a simple, but poignant reminder. Thanks ...It's a simple, but poignant reminder. Thanks to both of you for your comments.Leo Bottaryhttps://www.blogger.com/profile/10043698095787343204noreply@blogger.comtag:blogger.com,1999:blog-8879779555304468045.post-91768440614353417912009-06-11T03:42:21.887-07:002009-06-11T03:42:21.887-07:00All of us are human being (for all others we have ...All of us are human being (for all others we have captcha installed). This is why mistakes can happen and this is not what we should worry about. What we should do is to communicate what has happened, find the reason why mistake had happened and set new expectations.<br />I believe that this is the one of fundamentals of client service.Unknownhttps://www.blogger.com/profile/15561609451748516984noreply@blogger.comtag:blogger.com,1999:blog-8879779555304468045.post-67133299742708287082009-06-11T00:54:58.723-07:002009-06-11T00:54:58.723-07:00Thanks for sharing the post and building on it, Le...Thanks for sharing the post and building on it, Leo. I think being human - and recognizing that others are human - is incredibly important. That experience I wrote about reminded me of that. I love how well you summed it up here.David Mullenhttps://www.blogger.com/profile/16954586453255893110noreply@blogger.com