Service is defined as an act of helpful activity.
‘Being of service’, aka ‘helping others’ triggers the release of Oxytocin, boosting our mood and happiness. The higher levels of Oxytocin we experience, the more we want to help others.
Service in Client Service is when we help/guide/assist our Clients with the creation and/or implementation of activities.
Ideally, we provide a quality experience, leading to our Clients’ wanting us to continue, increase or expand our areas of service for them in a way that is commercially viable for all parties.
Remember, there are a number of factors and considerations that lead to a single act of service becoming multiple or ongoing. Some are apparent and some are in our subconscious related to perception.
Integral to ‘trusted/desired’ service provision are traits recognised by those receiving it and associated with those providing it, which are generally: Quality, Consistency, and Merit, leading to Trust.
Recall some experiences when you were thrilled to find out the same person or company was going to provide you with a service or product. How did you feel?
Also reflect on when you have been disappointed or disengaged.
What was the main influence that truly affected your perception?
I believe it comes down to trust, or lack of it.
What happens when we come up against disappointment or disengagement?
We tend to over-service by spending a lot more time than has been budgeted for. We frequently do this subconsciously in order to be liked; more service, more value, more, more, more, more – chasing our oxytocin bursts but ultimately experiencing the opposite…
The FLIPSIDE – feeling or experiencing; undervalued, resentment, burnout, doing sub-par rushed work, financial loss, distrust, disappointed bosses, etc. The opposite of what we, as Client Service professionals, strive to provide.
Therefore, can we agree that Overservicing may actually be the negative Flipside? And…
That Service provided with quality, consistency, merit, and trust (in ourselves and our company) allows us to stay true to our professional purpose to:
- Build great long-lasting relationships
- Do great work for our clients’
- Make money for the agency
I trust you to consider whether the service you are providing is truly best for your company and your client, no matter how uncomfortable you may need to be at times.