In Mirriam-Webster’s a client is defined as a person who engages the professional advice or services of another. Another definition of client is customer. In my early twenties I often thought of the client as the end client. By that I mean, if a company is a bank, the clients are the people who do business with the bank.
In my thirties, as I spent more time in the workforce, I started to shift the concept of client to people I interacted with or served on a daily basis. What this meant was that in the various departments that I interacted with my business partners, operations partners, are my clients.
In my mid to late thirties as I embarked on my leadership journey, my concept of client was everyone that I interacted with, including those people who worked in my organization. As a servant leader, you aim to add value to others. In order to achieve that you need to shift your focus from self to others. It is a difficult process, because in the age of instant gratification, the focus is often on self. However, in order to achieve the shift, you need to slowly transform yourself by improving your awareness. This process is difficult, but the reward is great.
Each year after that, I made progress in shifting my focus. I start my day by thinking how I can add value to people around me. Realizing that everyone is my client, I need to ensure that I do my best in servicing them. However, does that mean that I will be stretched in 10 different directions? Of course the answer is “NO”.
Here are some of my suggestions on how to ensure you’re providing a good service:
Be accountable – be accountable for your actions. Make sure to take ownership of your process and ensure that you see things through, that it gets done.
Focus on relationship – be aware of people’s needs and how you can help them. Be a partner and don’t push people around. If you have the bandwidth to help, help one or offer to help.
Priorities is key – while the need to serve everyone is crucial, you need to understand the priorities. Not all requests are alike; some are more important than others.
Focus on the end result – putting a smile on people’s faces is ultimately what we want to achieve. Focus on doing your best to delight your customer. When we enable our immediate customers, they can in turn help their customers.
Differentiation is the key – the key to market movement is differentiation. How can you differentiate yourself from everyone else? Do you want to be known for better service, best price, etc.?
If you keep in mind that the people you interact with are your customers, chances are you’ll do your best to delight them. Remember that if you help them, they in turn can help someone else. Go ahead and delight your customer. Put a smile on their face.