My clients make me a better customer
By: Madhvi Ahuja
Tags: Work Life Balance, Entrepreneurship, Life Lessons, Writing, Customer Service

Phot credit: istockphoto

It is a simple rule, some call it the ‘golden rule,’ but it applies to all aspects of life, in all relationships: Treat others how you like to be treated. In personal relationships, it’s a given, but in a business relationship, it is a must.

When I started my business, each and every query was treated as a ‘must convert to business.’ I pitched with the idea that no matter what, I have to bag this business. I was new, I was hungry to establish myself as a business writer. I was not a journalist, I was a content service provider. In those days, it was still being established as a profession. Advertising agencies hadn’t developed a team of content writers, PR firms thought it to be competition, and the general impression was a journalist is a business writer. I was there to state otherwise. I was there to show value of a service people didn’t know existed. That’s what I needed at the time.

As the years progressed, I made a mark, ‘content is KING,’ became a thing. I no longer needed to prove content writing is a profession; top management, and communication teams understood the role I played and respected the value. I had gathered enough experience to know my company strengths and limitations. Several interactions, numerous writing assignments, and retainer to project arrangements later, today, we are comfortable and happy with our work and our clients. I run a boutique operation, and am happier for it.

I moved to a NOW phase, one that wasn’t natural to me, but one that was essential for my personal and professional bloom. I assessed the work requirements ANDthe people behind it. I, indeed, wanted to work and remain the top quality content solution provider, but I also wanted to evolve in a work- life balance. Being in company I like even whist working. I was in a place to sharpen the parameters. My perspective changed from ‘can I do this work?’ to ‘do I want to do this work?’ I figured, I can make this choice at this point in my professional capacity, because let’s face it, life is too short to deal with people who can be tedious.

Don’t get me wrong, I’ve dealt with umpteen brilliant and polite combinations through my work trajectory. It’s been a pleasure. Hell, sometimes the Boss is more humble than the entire team. But there are also times when a team-member having a bad day will find an opportunity to take it out on a vendor, i.e., me. Dealing with people in all sorts of companies, at various designations, coming from varied walks of life, I found myself maturing in interactions, listening with patience, understanding, and empathy…did I mention, patience? It’s a lot of work to constantly remind yourself to put yourself in someone else’s shoes before responding, but I’m aware of it, and work at it. More than before, anyway.

There has been a lot of learning and unlearning, and I’ve faced many internal and external challenges, mostly in people management. In hindsight, all good experiences. Why? Because if someone on the other side of the table was short with me, when I was in that position, I made it a point not to be. And if someone was courteous and respectful, it only made me more pleasant, and it made working for them so much more fun that my own creativity would expand! The best part — I’d lift my team in the same direction.

I don’t stand for inefficiency in my workspace, I also do not subscribe to the old fashioned, ‘customer is King’ approach anymore. I did, I don’t anymore. There is an equality in my work ethic. Everyone is equal. We work through the tough times together, and we celebrate the wins together too. We carry each other. My big lesson was about how I felt, consciously taking a deep breath, and not paying a bad attitude forward. When it comes to my team or being a customer, the buck (mostly) stops at me (a work in progress). Cue: The golden rule.

Photo credit: istockphoto

Here are my observations from being a service provider that make me a better customer:

Body language: Do you have undivided attention in a scrolling-through-the-phone world? Are they dismissive toward you or are the attentive and interested in this moment? The person was up for the conversation, so pitch to keep them engaged. The way they respond to you is a powerful observation. It helps you assess how the work will progress.

Behaviour towards others: Like dating, you see their behaviour towards others — their subordinates, or even the person who serves the cup of coffee. This helps in assessing if you want this person as a client or not in the first place. In long term relationships, it is key to have professionally polite empaths to work with. It subconsciously affects efficiency as you are not cringing while going to work on their assignments.

Business style: Transactional, traditional or personal. Some people are just transactional in their approach. Some, mostly the older generation, are very courteous, and then there are clients who talk to you like a peer, like an equal. The minute you identify this personality trait, you can breathe easy. When on a zoom interaction, a phone call, or even an email, you adjust to the approach the client is comfortable with. It strengthens your connection with them, and it NEVER hursts. So give the respect to understand how they like a meeting to go, and comply. Some of my best interactions have been with super polite seniors, even though there were some dips in conversation, a distraction maybe, or even repetition, they were not an effort. They were genuine and carried a feel-good factor (by the way, these are my favourite kind of people, and also a rare breed). It’s a work- style. Learn to embrace that it takes all types to make this world.

Communication tone: VERY important. The tone carried over a call, a meeting, or even emails and texts, especially emails and texts, is not lost on the receiver. A to-the-point email is different from a terse one, and EVERYONE can sense it. You don’t have to study communications as part of your undergrad degree for this one. I’ve noticed however, that when the point was made sans rudeness, I responded more productively and much quicker. If there was any disrespect, I found myself walking away before actually answering — delaying the response. It is uninteresting to work with that “off putting” mind space. So who loses for my lack of motivation and delay in efficiency? The person waiting for your response, who is, most probably, on a tight deadline.

All these factors layer very close to each other, so close that from a distance they might overlap. The bottom line is, after working for 20 years, I have dealt with plenty where I have rolled my eyes, or happily answered the phone. And though, it’ll always be a mix, I’ll try and remain on the latter end on that spectrum.

I like people in a like-minded space with ideals, visions, missions, and most importantly, similar work ethics, it enhances an overall shared understanding on what is best for the business. It makes the project an absolute fun experience. And really, aren’t we all in it for the fun?

I know everyone is trying their best, and most of the time, I am aware of this. As a customer, if I ask nicely, if I am respectful towards you, your work, and your time, chances are you won’t spit in my food/ mutter under your breath, do a fabulous job, work within a timeline, and even smile at me, than if I am a nonchalant client.

So what do I want now? Since work is an important constant in my life- I love it, it motivates me, I look forward to the challenges, it’s here to stay. But, I am an even more important constant in my life- I love me, I motivate me, I enable my happiness, I’m here to stay till my last breath. My need? A healthy balance with a happy business- client relationship across all tables. It isn’t much to ask. I realise, it isn’t part of everyone’s priority, and I respect that.

It is mine though.