In today’s fast-paced world, juggling multiple tasks and meetings has become the norm for many professionals. While it may seem like a way to be more efficient (which I’ve now heard from several clients), it’s dangerous to triple-book your schedule, especially when it comes to delivering exceptional client service. Trying to be in three places at once can compromise the quality of service you provide to your clients – whether they are internal or external.
Being able to provide white glove service or exceptional client service (whichever phrase you prefer to use), requires thought and undivided attention. When you’re triple booked, you’re splitting focus in multiple directions, which makes it impossible to provide the level of attention and detail that clients need and deserve. How can you possibly make sure your clients feel valued and heard when you’re distracted by other commitments?
When thinking about delivering exceptional client service, the focus should always be on quality over quantity. It’s less about cramming as much into your day as possible (which also causes room for error and ultimately client dissatisfaction), and more about quality interactions and solutions. And by the way, it takes 12 positive experiences to overcome 1 unresolved negative experience.
As much as everyone says that clients are the most important part of a business, it truly starts with YOU. Being triple booked for meetings can lead to mental and physical exhaustion, ultimately burnout, which affects your well-being AND your ability to perform at your best. I speak from experience when I say that the more tired and stressed I am, the harder it is to deliver exceptional client service, which requires problem-solving, creativity, and a positive attitude.
Want my unsolicited advice? Be thoughtful about your calendar. Prioritize meetings. Eliminate meetings that are causing waste and not adding value. If scheduling a meeting at a time when you aren’t at your best (i.e., driving a child to/from school, running through an airport), try to find a more convenient time or delegate to someone who can give it their undivided attention. Don’t spread yourself too thin. Remember that your internal clients should also benefit from your delivery of exceptional client service.
Interested in more tips and tricks around delivering exceptional client service? Send me a note at firstname.lastname@example.org. I’d also love to hear from you if you have other tips and tricks that others could benefit from. For more information on Ideba’s white-glove service training, please contact us at email@example.com.
Jenna Whelan – VP of Consulting and Research Services