When Pleasing the Customer has to Stop

There's a fine line between providing great customer service and being too accommodating.

With great customer service you deliberately set out to provide an exceptional experience and delight your clients. You may periodically send little cards in the post to inspire or congratulate; surprise them with a small gift (a thought-provoking book, or some cinema tickets perhaps).  However you do this, it's part of the client package and overall experience you chose to create.  Both of you feel valued by the other.

Being too accommodating is where you break your own boundaries in response to a request.  For example, a client may ask for an appointment outside of the hours you normally work or for special payment terms that will play havoc with your cashflow.

In my (sometimes painful) experience, if you agree to these special requests once, the client will expect the same treatment in future and you'll feel obliged to continue being accommodating.  In fact, your customer probably won't even be grateful after the first time, and you may come to resent the arrangement.

It has taken me several years to realise I won't lose business by clearly stating my terms upfront and sticking to them.  Of course there is some room for flexibility, but only as far as it suits me.  For example, I work best in the mornings so no longer make evening coaching appointments (I don't want to give sub-standard service).  So to be flexible, I'll offer an 8am or even 7am call if asked.

Providing great customer service isn't the same as accommodating every wish and request.  Being business-like will result in mutual respect and understanding.

Have you ever been 'over-accommodating' with customers? Do comment below.  And if you enjoyed today's post, I'd appreciate if you shared it by retweeting!

Comments

[LouiseBJ]

Hi Paul, the special treatment you refer to is a great way to reward our best customers and it's up to us (the supplier) to use sparingly ;)

[Paul Simister]

Louise I agree with you completely.

If customer satisfaction is defined as meeting or beating customer expectations, there is a danger of making it much more difficult to delight customers.

Special treatment - or what I call Above and Beyond the Call of Duty - is great provided everyone understands that it is special to help the customer solve an urgent problem.