There is a difference between great customer service and getting sucked into taking on someone else’s problems. There is a place for good limits and boundaries in business too and just because our clients and customers have problems and “issues” does not mean that we always have to take them on…
One of the most common “problems” that customers or clients try to pass on is when they have difficult time management—they delay taking care of something, do not manage their own affairs until they are in crisis, etc. and then they want someone else to come in and bail them out. They seem to think if they spend enough money or demand “customer service” that you should be able to fix their problems—often at the last minute. Since we are so determined to provide good customer service, and we really do want to be successful at our businesses, we get sucked up in the stress and time crunch and try to “fix” things. Unfortunately, this is not always possible or pleasant.
When people are late, have lost documents or materials, or put off something until the very end—we have to decide how much of that we are willing to take on and try to solve in our home businesses. Some business owners are able to build a solid business and reputation for taking on other people’s neglect and problems and fixing them—it can be a reasonable business approach if it is something you are willing to take on and you have good skills for dealing with people in crisis. It is not a prerequisite for a successful home business (or any business), however. We may be more flexible and able to provide more personalized customer service in our home businesses, but this does not mean that we HAVE to take on other people’s problems and manage their poor planning. It is up to us to set some boundaries and expectations for how we are going to do business.
Also: Smoothing Out Misunderstandings
Good Judgment Vs. Being Judgmental