If you’re running a company or contracting, you really deserve to have great service. It’s easier in the long run than bad service, it makes for better customers and clients, and generally makes working there more pleasant.
A common mistake though, would be “bowing and scraping” — saying “we’re committed to service, and do anything and everything to produce good service.”
Maybe you want to do that, and maybe you want to say that. But it’s infinitely better to identify the 2-3 areas that you really focus on serving the client, and hammer on those repeatedly. Maybe clients in your industry tend to like and respect authoritative, charismatic people who can look out for their interests more than people who are timid and waiting for guidance.
Maybe a key feature is obsessing over the numbers for them and looking out for their numbers, and they don’t care as much about some of the fluffier aspects of service. If so, stress your commitment to getting the numbers right first and foremost.
Good service is about understanding client needs and meeting and exceeding those key needs. Bowing, scraping, doing anything/everything can be good… maybe… but definitely not if it neglects core client needs because you never thought through what those are.
When I started in contracting, I used to brand our company and work with "we have the very best service in the world, we'll do whatever you need to get things right."
Eventually, I got away from that. While I liked solving client challenges and working really hard to get a great ROI for clients, it didn't ring correctly to me. Something about how we said it, and how we did it, made things not quite right.
We always liked going the extra mile, and we offered a 100% guarantee on our work (sometimes even 100%+) to take the risk away from the client. We priced our services aggressively below market and looked to demonstrate results, in order to get repeat business. And indeed, we did -- it was just a few clients that provided the huge bulk of our revenue by coming back to us with orders for 5x and 10x larger than their original, and eventually getting to a trusted point where they'd ask for work over email and say "just bill me whatever, you guys have always been fair." That's a nice feeling.
It is Sunday afternoon and I am drinking tea. Just sitting down to write. When I write, the topic has usually been made clear to me earlier in the day, or perhaps the day before.
But not today. These writing sessions are always the most interesting, because of a few reasons.
As you start, you have no idea what’s going to come out of your fingers. But you don’t want to go on with meaningless ramblings, so you force yourself to enter into a sort of flow state very quickly. You get better at it with practice.
Two days ago I stumbled upon a thread on Quora about writing advice. Someone said that you should never write about things you thought up beforehand. Everything you write should be in-the-moment writing, because everything that isn’t is a fabrication of ego.
First, I disagree with the use of the word ego, but I know what he means and I understand what he’s saying. I don’t agree though. All writing isn’t made equal.