Are you really there in your business to serve your clients and customers?
This is not about the size or the type of business you are in. It is more a discussion of what your business culture and approach is toward your clients and customers.
For example: in the last few years in my Executive Coaching Practice, two of my VIP clients were located in overseas locations. One lives and works in South Africa and another lives and works in Australia. We agreed to work online utilizing video conferencing.
We each arranged a schedule which would work for them. This schedule was typically at times when the majority of other Coaches would not work with a client. When these clients did have a trip to the USA, we arranged to meet in person and work together as well. This took place at times when our meeting meant traveling to another city in the USA for me to meet with them.
None of this seemed extraordinary to me.
It amazed me when other people were shocked and thought this type of arrangement was ridiculous on my part. From my perspective if there were set days of working and set hours to work with my clients it would be a different business than the one set up by me.
Another example: a person who has a business and is having a difficult time scheduling her clients to work with her. Her office hours don’t start until 11 AM and every single Wednesday the office is closed all day – always. This is even if one or two people need to see her on a Wednesday!
Now of course these are examples of professionals in private practice.
How about an example of a large banking institution or an investment company? How is it possible when you have clients who travel all over the world that these companies have set hours when a person may call in to speak with a person? More than one person has said to me how absurd and uncaring they find their bank or investment company to be when they are traveling and must speak with someone and they are the ones who must wake up in the middle of the night to make the phone call and then wade through the voice prompts and hold times.
If your business is selling a product or products do you have online ordering and delivery for many of your products or at least product images and descriptions? Do you credit returns within a period of time from when ordered and delivered?
The point here is simple. Are you really there to serve your clients and customers?
Mitch Tublin is the CEO and Founder of Wenkroy International LLC a boutique consulting company with a main focus on Strategic Business Consulting, Training and Business Coaching. Our passion is to take people to the next level in their life and in their business.
