Service Without the Snark

Communication is a big part of providing a service, no matter the type of industry. When customers understand the communication, service providers are seen as efficient, timely, and valuable to the work. Getting to this point is a bit trial and error. Sometimes it’s a step forward, only to get pushed back. Sometimes it’s explaining things like you’re talking to a five-year-old child who keeps asking “Why?”

What happens when the client is confused? Overwhelmed? Shut off? Will more explanation be the answer? Maybe. Just remember that the client likely won’t know any of your industry jargon or acronyms. Simple sentences like these could be met with a faraway stare:

• We can prepare the trending.
• These insects were found in the ILTs.
• MOAs in IRAC-3 are common.
• Some pests communicate by coprophagy and trophallaxis.

Practicing these interactions between client and provider is helpful to prove all scenarios are not the same.

When explaining terms and service protocols to a client, it is important to remember that a snarky attitude doesn’t belong in the conversation. People in general appreciate the information when it is factual and the giver doesn’t belittle the receiver.

Another point to be made is knowing when the receiver of the information has lost interest. Body language says volumes over what a voice can reveal. As the service provider, you should let the customer know they are able to contact you with any further questions about the service protocols. It’s best to let the client process information a few sound bites at a time.

Think about the last time you bought a car. Was the salesperson being pushy? Did they try to get you to buy something you really didn’t want? Was the test drive on a preplanned route or did you get to choose? How was their handshake? Did you get offered a coffee or water while you waited to sign the paperwork? Chances are high that you felt on edge and overwhelmed at the information coming at you too fast.

As service providers, no matter what industry we are in, we need to control the way our information gets delivered to the client. Slow and steady will win the long game and will maintain client relationships for many years. Great relationships will add volume to the company in terms of referrals, reviews, and revenue. Customers will feel content when educated providers offer a combined value of services, cost effectiveness, efficiency, timeliness, and lack of attitude.

When a client feels pressured into a service or product purchase, the animosity begins with that first interaction. Your service or product may outshine the competition, but the feelings of your client will not recover. Offering snark with the service is not a great way to treat any client. Gaining and keeping a client is more about the way a customer feels than about the actual cost of the goods and services.

Clients might not remember what you, but they will remember how you made them feel.