Customer Service Tips: Do You Treat Different Customers Differently?

Seth Godin brought up this thought-provoking question in a blog post. My answer? Yes, I treat different customers differently. I treat all customers with respect and in a professional manner. But the customers who take responsibility for their marketing and who are willing to be a partner with me in the process — those are the ones who get top priority.

By the way, those customers are not always the ones who spend the most money with me either. When it comes to working with people, I’m like a blood hound. I NEED to see the customer succeed — it’s more than just a want. In order for that to happen, though, the customer needs to be a part of the process, at least for the type of work I do. This is why those customers get top priority.

How ’bout you? Do you treat different customers differently?

3 replies
  1. Sergio Serrano
    Sergio Serrano says:

    I’m not sure if I get you right. Professionally I treat them the exact same way. The result of the projet depends on my work, so my reputation goes with the project regardless the client. I’ll put the same time and effort for each client in the same kind of project.
    But if you mean in the way I interact with them, yes I make differences. If I see the client is going to add value to the project y try to keep him as close as possible. If is the pypical client you only see at the begginning and at the end, I don’t even try to connect with him, I use other means to get info.
    According to priority, in my case, I consider comercial reasons: how long has he worked with me, how much his budget is, etc.

  2. robynbradley
    robynbradley says:

    Thanks for stopping by and commenting, Sergio. I always endeavor to put out quality work, but the clients who are willing to be part of the process in their marketing get more of my time and attention. Might this extra time and attention produce an even better final project? Quite possibly. The clients who don’t return phone calls, who continually slow down the process, who don’t provide all the information I need to do my job well…that’s going to affect the project’s outcome (provided it even finishes). (I’ve gotten pretty good at weeding out these types of clients.)

  3. Sergio Serrano
    Sergio Serrano says:

    Yeah, I know what you mean. In fact about a week ago I posted some thoughts on how to deal with that type of clients. But it’s in spanish 🙁

    It is truly a pain when you don’t get the information you need. It drives me nuts too, because that doesn’t mean the client is going to admit a delay. I’ve sat and talked with a couple of them: some time they understand and in fact start a reasonable comunication with you, but there are others that won’t change. You either accept it or say no to the project.

    In some cases there is no big deal. You say no and dream well. But there are other works in which you want to be involved, so you assume those costs…

    I guess we still have quite a few of those to manage.

    c’est la vie!! 🙂


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