I received some fairly ordinary customer service today and it’s not the first time from this particular company. I wrote it off in my head by saying that we’re only a small client of theirs and then I thought – hold on a minute. Should size matter?
I’m a client. They took on our business knowing that we weren’t BHP and implicit in them taking on our business was, I believed, a promise of a certain level of service.
Here at our little business (Elephant Property), I don’t care if you have one $250 a week rental property or 20 at twice that price – you’ll still receive a high level of customer service and I’d be horrified if I ever heard the words “you’re only a small client” ever leave one of our team member’s lips.
Now sure, a bigger client may receive additional extras, but there’s a base level of fantastic customer service that merely being a client of any size or description qualifies you for if you deal with our business. Shouldn’t that be the same at all firms? I say don’t take on the small client if you can’t offer them at least that.
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And remember… a small client can easily become larger and a small client can recommend (or dissuade – as it may be in this case) many others from coming to you.
Kirsty Dunphey is the youngest ever Australian Telstra Young Business Woman of the Year, author of two books (her latest release is Retired at 27, If I Can do it Anyone Can) and a passionate entrepreneur who started her first business at age 15 and opened her own real estate agency at 21. Now Kirsty does lots of fun things which you can read about here. Her favourite current projects are Elephant Property, a boutique property management agency, Baby Teresa, a baby clothing line that donates an outfit to a baby in need for each one they sell and ReallySold, which helps real estate agents stop writing boring, uninteresting ads.