Client Service From the Customer's Perspective
I ran across a blog post from Hill & Knowlton that caught my attention. There's some great stuff on there, but I noted some information that didn't strike me as being client-centered. They nail it earlier and later in the article, but points 7 & 8 need modification. It now reads:
7. Ensure the client knows and understands what you do – they may need PR 101.
8. Best team approach – use H&K’s international advantage.
Okay, in both of these the focus appears to be on H&K. What they might consider saying is this:
7. Ensure the client knows... how what you do helps them with their needs.
8. ....Use H&K's international advantage when it helps the customer achieve their goals.
Am I nitpicking? Maybe. But their clients will nitpick, too, if they think H&K is doing it more for their own benefit than the client's. And THAT's the point of client service: you must always be looking at things through their eyes and with their perspective.
