SAD CLIENTS AND ANGRY CLIENTS.
Have you ever had a text message come in that rocks your whole world when you read it?
Today I had that. Twice. I was driving on Highway 90, south of Lafayette, Louisiana, when my phone dings.
“He just passed”
Literally I almost swerve into a truck.
One of my best friends, who is also a client, had been going through a time with her fathers health for a while and had spent 7+ hours by his side in the hospital room, waiting for him to go be with Jesus. I can’t imagine what that’s like.
I knew what I had to do. I rescheduled appointments and drove 2 hours so I could take up responsibilities and relieve my friend.
That can’t happen all the time, but I’m glad it could happen today. Look, people I do business with aren’t just a way for me to get profit. People are people. They feel pain and sorrow just like me.
I value friendship and relationship over profit, and I think that’s why I’m so fulfilled in what I do everyday- because I really don’t care about how much cash I can make off of one guy or gal. My bills are, for the most part, paid before the month starts. I care about how I can positivity impact their lives.
It’s becoming less and less about what’s in my bank account and more and more about what kind of legacy I can leave. I want to be known as the businessman that provided a phenomenal product, service, consulting, etc… but more importantly someone who empathized with my client and contributed to his or her uplifting.
So I’ll drive the miles and spend the money, energy, and resources. I’ll make it happen. Because I’m here to leave a legacy.
“I’m thinking of leaving your company, the fees are too high and we are having a horrible month.”
That text rocked me. I really liked this client and had invested $300 at a monthly profit of less than $25.
I’m still working out this situation, so I don’t know how it will play out, but I looked up that clients’ statement, I got the information, I did the research, and tomorrow I’m looking forward to having a phone call with an upset customer.
(The problem actually originated in FALSE INFORMATION that the merchant received from a third party competitor!)
That’s OK, I welcome that, because I know that what I’m doing good business. There’s no way I can go lower on any charge or fee, and I simply have to explain this to them.
It’s like 9:30 PM as I’m writing this and I just finished texting them and telling them that I forwarded attachments, and that they could call me at anytime, even tonight if they wanted to talk about it.
I am here for my clients 24 hours a day, 7 days per week. And that’s what sets me apart from many of the people that are in this marketplace. When your world comes crashing down, I’m here. When you’re angry and upset at me and you need to talk to me and you’re not happy, I’m here. No matter what happens, I’m here. I like customer service, I like dealing with sticky, messy, stressful situations. Because business is like that, I embrace it.