Customer service is a vital part of any business strategy, as I’ve outlined in a previous post. This situation applies in face-to-face settings as much as on the phone or electronically. You’re probably thinking, “Of course it does.” I hope you are, at least. The reason for examining the face-to-face component is that your behavior is not just on display for your client, but sometimes your client’s employees, and even your client’s clients.
With that being the case, what are some of the ways to best represent yourself as an extension of your client?
It all starts with decorum. Are you dressed appropriately for the occasion or environment? It’s been my experience, at least in terms of video production, that people are generally nervous in front of a camera. The best ways to level people out for interviewing involves a need to blend in to make your subjects more comfortable. If you’re in a room with people in business suits, you should probably not be wearing a Hawaiian shirt and cargo shorts with a Jimmy Buffet hat and gym shoes. The same goes for being in a business suit at a motocross event. I’ve always preferred to find a happy medium between what is comfortable versus what is appropriate for the people I’ll be interacting with (though I tend toward the snazzier side of the spectrum, personally.)
The next most important place to emphasize your representation of the client is in your attitude. Again, “obviously,” though it amazes me how often I encounter “professionals” that don’t have this even in consideration. The client wants to know that you are there for them, and are willing to do what they ask of you (since they are paying you, after all.) If you foresee challenges to a request, you can let them know your concerns, and perhaps offer a brief explanation of the issues that could arise, but they would much appreciate it being followed by a statement like, “But, I’ll at least try.” To say, “No, that won’t work,” is not an acceptable response unless you have a better idea or suggestion for how to accomplish the request. Anything less is tantamount to an insult to your client. Saying, “No, that won’t work for these reasons, but I’ll at least try,” gives an entirely different impression.
The worst thing you could do is complain when a client asks for something. If they request something that is within your abilities, but you don’t want to do it, don’t show it. Making snide remarks about a request, or expressing a desire not to do it, is childish and unprofessional. If a client has a presentation that is happening during a luncheon, and you were hoping to have a break, not having scheduled a lunch break and failing to have negotiated one in your contract does not make this an occasion for a roll of the eyes or a sudden work-stoppage.
Remember, when you are working for and with a client, you are not just representing yourself, you’re representing them. If they are in front of their own customers with you, that is even more important to remember. There should not be a line between being professional and being courteous. They should go hand-in-hand. I’ve always found that graciousness goes a long way with clients. Showing an appreciation for them hiring you for the work, even with a simple “thank you,” shows class, and could be a key point in whether they ask you to do more work in the future.
