Project Management and keeping the client or boss happy.
When Kevin goes to the Vet, the office technician greets him by name. The staff instantly start cooing about his fur and with soft voices and gentle petting, coax him out of his carrier.
The Vet who inspects him is an old farm doctor who has a natural ease around animals and gives his full attention to reviewing Kevin's chart and asking inquisitive questions about how his patient is doing.
Maybe what the Vet has is good "bed-side manner", but it is also customer service.
Including the herding of cats, Project Management is sales and customer service. Before my foray into the world of architecture, I worked in customer service for a large retailer. I still use the information that I learned from all-day How to Sell seminars and service workshops to deal with clients, consultants, and contractors.
After a frustrating day of customer service I wrote the following which was used by a prestigious department store in London:
The Customer is Always Wrong?!
The customer is always right. Well, at least that is what everyone is told when they start their first job in any service industry. Of course, every manager utters, "at least let them believe they are right. Even if they are being complete idiots." For those who have not had the pleasurable experience of working with customers, it is one hell of an adventure.
Movie stars that walk the great red carpet to receive an Oscar have worked hard at the art of acting. And so have most in customer service. As the customer stands before you listing profanities or not understanding what you are trying to say, you continue to smile and wait patiently for the right time to help them understand. You can't argue, roll your eyes, scream at the ignorant, or lash out with spiteful words. However, you can draw grotesque pictures of evil customers at your desk and imitate the ignorant to your co-workers. Politically correct or not, it is good to talk about or mimic traumatic customer service events.
The customer is always right slogan can border on ethics. Sometimes you do have to lie on behalf of your company to please the customer. "Of course it is our fault that your product does not work properly...We most certainly do have a sabotage team to ensure the failure of your product....With the ridiculous high prices we charge, we have to validate our net income by hiring useless employees to do menial tasks."
Customers and good customer service it what makes business. Our world economy would not exist without them. However, sometimes a smile when you want to rip-in-half the employee who is trying to help you and shove their business right up their @$$, can make such a difference for everyone. If the customer really was always right, wouldn't the business world be perfect?!
I don't think Kevin's Vet worked in customer service for a retailer or as a car salesman. Most university programs for degrees in professions where project management is used most do not have courses that include proper sales and customer service training.
Kevin gets back into his crate a bit cranky as he was given a shot in the butt. He didn't get a lollipop, but got a cat treat. I am definitely satisfied with his visit and we will return to give his vet more work.
Fiona Warren - 17 years experience with large high-profile projects and teams.