OK, So this thread is intended to document some of the more interesting "quirks" of our clients - EmPower Research as everyone knows is a KPO (Knowledge Process Outsourcing) firm, and by very definition, serves a client base in the U.S.
Part of our Mission/ Vision/ Values statement says "We hold clients needs above all else" (http://www.empowerresearch.com/EmPowerValues.html). In the three years of our existence, we have I think really lived this tenet well. But along the way, we have also seen many funny, heartening, sometimes even frustrating incidents, arising mainly out of the cultural differences between the geography of our clients and that of our delivery centre.
I would encourage my colleagues at EmPower to share here all these instances - the intention is not to hurt anyone - just maybe agree with Thomas Friedman when he says - the world is really 'flat'!
My favorite one to start off this thread is the one where the head of one of our practices, a very correct gentleman, called one of our clients "Ma'am", and got the response from this (presumedly youngish) client - "Pleeeeease do not call me ma'am - it makes me feel like a grandmother!"
Tuesday, October 16, 2007
They Say "Customer is King" - I would say "Clients will be Clients, and as human as you or me"
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Yes, the incident of calling Ma'm underscores the need to notice the cultural differences that more or less does influence our services. 'To-the-point' mail exchanges, precise knowledge about time zones/differences, and smarter use of salutations in written exchanges does help in building a rapport with a prospective client. But at the same time, we need to understand that our clients may err at times as we do, which is just human and we must evolve the way we interact with them through e-mails/phone/instant messages etc. There is always a room for improvement in the way we deal with untoward situations, perhaps exposure to multiple assignments will equip us to deal with client requirements.
Customer or client is a person who is in need of something which the manufacturer or service provider fulfills. How can a needy body be a "King".
I have this funny story to relate from my previous company. This friend of mine, used to handle pre sales and was walking around with the founding director of the company and a senior client on what we term the "Campus visit". So the founding director and the client started a discussion on the "Statue of Liberty" and the words written on the plaque. My friend was quite oblivious to this and was walking along, when both the founding director and the client turned to him to complete the sentence on the plaque. They were met with a stunned silence...
My point is, there needs to be an understanding of the client geographies, social mores, customs etc. to be able to service them effectively.
Ladies fingers Vs. Okra.... I sign off
I've been thinking about this for a while - (specially for a professional services firm) where does 'client service' leave off, and 'pro bono' work for the client begin?
Has anyone experienced instances of clients asking for 'extra' work - not defined in original brief? I think there is a nice word for it existing in common consulting parlance - it's called "scope creep".
My personal take - there is no thumb rule - if the client is important enough (ofcourse, ALL clients are important!), and/ or the request reasonable enough, you try and be accomodating. But in general, you do let the client know that extra work involves extra effort, which means extra cost...
Any thoughts?
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