Edelman Atlanta

Growing up in a work culture that fosters growth and professional development, I find myself wanting to provide advice to everyone I encounter regarding how they could improve their staff, systems, etc. (Perhaps, it's also because I'm a bit of a control freak.) However, others aren't always so open to this free advice or "gifts" as another colleagues calls her constructive criticism.

Case in point: A client hired a web development firm that is the absolute best case in poor customer service. This poor service has resulted in the firm being fired, and since I don't think they'd appreciate some geniunely helpful advice from me on what they should have done to keep the business, I'll share a few thoughts with you (that we all probably consider common sense):

• Return calls and e-mails promptly. A week and a half is not prompt.
• Educate the client/customer on the process. Make them feel comfortable by sharing next steps, time frame and what is expected from you and them.
• Ask questions. Don't assume you know what the client wants or that radio silence is okay. No news is not always good news.
• Say "Yes, we can." Then figure it out. You can't always say yes, but whenever possible a can-do attitude will get you far. "But you just approved this yesterday and now you want me to change it?" is not an appropriate response. Instead consider, "We can make those changes, but here's what it means to the timeline and/or budget."
• Know how to apologize and admit when you are wrong. Don't lie to CYA, don't point fingers at the PR firm (uh, I mean, other team members). Everyone makes mistakes at some point; it's how you fix those mistakes that matters.

Do you have other advice that you'd add to The Ten Commandments of Good Customer Service?