ChaosScenario has a great article on the difference between good customer service and bad customer service. Here’s a little snippet:
“...if the idea is bad or cannot be delivered in the way the client wants because of incorrect assumptions, don't we have the responsibility to say no? If we're right and the client seeks the answer elsewhere, eventually they'll come to realize that we were right, they'll learn to trust our judgment, and since the quality of work we do will increase, it will increase our ability to attract new clients and larger projects, as we will have a more consistent track record of delivering results instead of empty promises.”
One thing I’ve had to learn - the hard way - is that we cannot please every single customer that comes our way. Sometimes our service is just not what they need and it would be a disservice to try and sell them something that we could not put our heart into. You suggest to the customer one thing, but they want something else - it can be a tough situation to be in. However, it is better to just let the customer go than to stick around and do a half-ass job on a project because that’s what the customer wanted.
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