By Nancy Friedman, Founder, Chairman, Telephone Doctor Customer Service Training

All clients are important. No matter what industry they are. You’re serving them – they’re important. Whether they’re with large companies or small business folks, they deserve, need, and want GREAT customer service.

A few tips to make your life easier.

As we all know, high-end clients for luxury events take a bit more time. While these tips can be used for every customer, they work especially well for the high-end clients. Not because they have more money, but because they value good service immensely.

Pick out a few and practice them until you don’t need to think about what you’re saying or doing.

1. When someone is complaining, use sincere sympathy more than empathy.
2. Say something nice to people you encounter. Everyone enjoys a compliment. No need to go overboard. A simple “I like the earrings you’re wearing” or “That’s a great looking watch” could go a long way! “Good to see you” works great.
3. Don’t ever argue with the customers. You will lose every round! Don’t even get in the ring with them. The old saying ‘the customer is always right’ is NOT true. It should read: ‘The customer always thinks they’re right!’
4. With every transaction, see if you can add some sort of nicety. “Enjoyed working with you,” or “Thank you for staying with us.” Something that makes them feel special. “Have a nice day” is a bit overused, don’t you think?
5. Be the first one to say “Hello,” and by the way: “Hi, how are you?” is NOT rapport building. It’s social noise. Try using “Nice to see you,” “Thank you for coming by,” “Thank you for staying with us” or “Good to see/talk with you.” “Hi, how are you” is nothing/does nothing.
6. Keep the fences low for everyone. Yes, making all sorts of rules is frustrating to everyone, especially high-end clients. Review your ‘fences’ now. Are some of your rules unnecessary?
7. If your attitude stinks, change it! No one else can do that for you. And no one wants to work with anyone with a bad attitude. It’s YOUR CHOICE, and don’t ever forget it!
8. Respond rapidly. No one enjoys waiting. Especially if you’re serving a high-end class of folks.
9. Be prepared. Expect things to happen. Think in front of it. “Be prepared” is more than the Boy Scouts motto!
10. Keep that SMILE on your face. NO MATTER WHAT! Remember the Telephone Doctor motto – A phony smile is better than a real frown!

Just as your friends are different as well as your relatives, so are your customers. Yet they all want to be treated well, with respect and kindness. Remember – Kindness is FREE!