We have been trained for years that access is the primary vehicle of customer service. We feel we need to be there for our clients. We grant them access to our lives whenever they want it. They can and will take over our business if we let them. I want to share with you a new concept.
Access has nothing to do with customer service.
There are many professionals we do business with on a regular basis who are less than accessible. A skilled doctor cannot be contacted via phone and will not respond within minutes. A skilled doctor is busy with other patients and will get back to the caller during the course of the day. A professional attorney may be in court or in conference or taking a deposition. We don't expect them to return our call immediately.