Dear Client/Customer,
We know what you need.
Like many. I (Judy) have worked in customer care positions just about my whole life. Nursing is solely focused on patient (customer) service. And being a consumer myself, I have found the key to a successful customer.
There will always be times when work becomes a little chaotic. You may have too many customers to care for, and you become overwhelmed, leaving a few in the dust for some time. There are other times where outside issues that are totally irrelevant to work are affecting your motivation to work for the day (everyone's allowed a bad day, right?) This could also lead to bad customer service. Maybe you’re not as friendly or attentive as you should be. Whatever the situation may be, it ultimately leads to angry or upset clients. None of our issues should affect their experience.
No matter what causes your rainy day, your clients or customers should not have to experience it as well. If you don't agree or don't believe they're YOUR clients, then I hate to break it to you, but you are in the wrong field. Towards the end of my nursing career I could see that I was losing the compassion for others. I knew it was time to leave; they deserved better, they deserved to have someone in their care that was attentive and truly compassionate about their health and well-being. That was not me. I did learn that on my bad days I still had to have enough decency to give them updates and what the plan of care was. Making sure I continuously was checking on them and their needs even though I might not be able to get to them right away.
“I'm sorry it's taking so long.”
“We’re not quite ready yet, but are working on it.”
“I don't have any updates for you, but I just followed up again.”
“I am checking on things for you.”
“Is there something else I can get you while we wait?”
The same goes for a real estate agent. Submitting offers, being transparent on all the information I have, and staying up to date on timelines. Sometimes I don’t always have the best news, but providing all the information I do have as soon as I get it is the absolute best that I can do. I have found that it is all that clients need. Letting them know we are attentive and efficient, and if something does come up that may affect customer service, just keeping them informed of the situation always helps. “I’m sorry, my daughter just vomited all over the floor, but as soon as I clean it, I will call again for updates.”
You are important, and we know what you need to make sure you feel as important as you are.
