Tip Top Service

Hello High Heelers

Recently I checked into the airport for the early morning run and was completely amazed by the excellent service I received. I arrived half-asleep at what was for me ‘stupid o’clock’. Never did I imagine to be met by a wonderful man at the counter who was friendly, efficient and oh-so-quick! I usually keep the victims of this blog nameless (well, with the exception of when it comes to my boss, Natalie Maroun) but today I can proudly say, well done SAA (South African Airways)! My expectations have been exceeded.

You know, if good manners maketh a man, then I think that great service maketh a business. It doesn’t matter what business you’re in – catering, manufacturing, advertising, medicine, bla bla bla, you always deal with people at some point. When you have these interactions it is so important that you leave them feeling as though they have not just received a great product or service from you, but a great experience overall.

Ever booked into a spa and been greeted by a negative energy-less receptionist? It totally ruins your vibe. I know the ‘zenned out,’ over-Prozak-ed and sickly-sweet girl behind the counter can be a totally annoying positive ball of vomit. But she sets the tone to the whole day. She calms you and reminds you that it’s time for relaxation.

I remember in my first client facing role. I was terrible! I spent half my time trying to convince my main client that she should do things my way. Because as the creative genius of ‘know it all’ that I was at 25 I truly believed that my ideas were better than her many years of knowledge and work experience. Boy – did we fight! We drew swords. The duel was on and in the end she won. And you know what? That’s how it should be – our clients should always win.

As I watch Natalie Maroun deal with her clients I realise that it’s really important that we treat them with the utmost respect. Quite simply, we wouldn’t have jobs without them. That’s the reality. When Natalie’s clients arrive at the office they are greeted with a personal letter, a rose and an offer of beverages (and often a really lovely spread of delicious things). They always leave feeling well-looked after and totally valued. And of course – the team deliver!

You may not be in a position to spoil your clients like Natalie does. But you’re always in a position to give your clients the best service you can. You can greet them with a smile. You can thank them for their business. You can remember their birthdays and wish them. And you can always do you best at ensuring that they receive the best service from you.

This week may I encourage you to stop seeing your clients as the enemy, or as needy people who demand too much (I’ve been there and done that!) See them as your allies and treat them with the huge respect they deserve.

Let’s stand tall High Heelers and use our special talents to wow our clients in every way. In addition, remember that your boss is your biggest client too so deliver on your job!

Cheers,
Jo