Have you ever been disappointed with support you’ve received, even though the technical problem was solved? Some companies make the mistake of concentrating on the perfect technical solution, forgetting about the human side of the problem.
In my opinion, there are six criteria that make all the difference between merely meeting technical needs, and ensuring client satisfaction:
1. The solution should have a direct link to the issue experienced by the client.
There is no miracle solution that applies in all situations. Each problem has a unique solution. Don’t waste time developing generic, standard responses. Instead, you should personalize the solution according to the client’s personality and environment.
2. The solution should be proportional to the inconvenience experienced by the client.
Some clients are zen and calm, while others are anxious and concerned. This diversity of personalities sometimes makes it tricky for companies to manage problems, since one problem may require different reactions. The most common mistake in problem solving is to play down a problem’s importance. Whenever possible, you should manage the problem with the urgency felt by the client.
3. The solution should be provided with a smile, period.
You’re not there to be right. Do not make the client feel that you’re doing them a favor or that the solution they went for is not the one you would have chosen. As professionals, we should advise our clients on the best solution, then respect their choice.
>4. The solution should be win-win, for the client and yourselves.
The ideal solution is, obviously, the one where both parties win. This doesn’t mean that it’s the most profitable, but rather, the most advantageous. When faced with an unprofitable solution, try to step away from the financial considerations and find a solution that provides other advantages. This is often a good way to satisfy both sides.
5. The solution should take into account its repercussions on others.
A solution with negative impacts on others is never the right solution. Don’t try to satisfy the needs of your client without thinking through all the ramifications of your decision. If need be, don’t make the decision alone; involve all stakeholders who will have to change their game plan to accommodate you.
6. The solution should start with the optimal choice.
Those who supply the service are the experts. As such, we need to exercise our judgment and advise our clients. It would be a mistake to rhyme off every possible solution and let the client pick one out on their own. Always provide a recommended option, and help your client choose the right one by explaining its advantages and disadvantages.
As solutions experts, we owe it to our clients to provide them with efficient, effective solutions. I hope these six criteria will help you provide the solution that is ideal in every respect.
But don’t forget, you can be the most charming, pleasant and understanding person; but if you don’t solve the client’s problem, they simply won’t be happy. You have to find the happy medium.