George S. Patton. "Never tell people how to do things. Tell them what to do and they will surprise you with their ingenuity." [Motivational Quotes of the Day]
Gen. Patton's saying may make sense for employees, but if you are going to take this advice with customers be sure to offer your assistance. With being a service provider there is a certain level of expectation that you can solve problems for customers, not just give them a fancy report that tells them what they need to do.
In most cases your customers know what they need to do, you only insult them by telling them. To build stronger relationships offer to solve the problem for the customer. If they don't want you to do that, then offer to train them how to solve the problem themselves.
Before you come in and "show them a thing or two", first try to extract local knowledge from the clients front line people. You will be surprised with the company already knows, you serve as a conduit between this knowledge and the clients solution. Of course, your own companies expertise adds to the mix.
/ customer-service | interaction-points /
By Justin Hitt at June 20, 2003 4:10 AM Subscribe in a reader