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Put a Smile on That Face!

Posted on September 16, 2009

Photo by netamir
Photo by netamir

Are you sitting there thinking that customer service doesn?t really apply to you and your job? Do you spend your days typing away at your computer, listening to on your headphones, huddled in your office avoiding communicating with anyone? Do you cringe when the phone rings and briefly consider letting it go to voice mail? Do you secretly wish that you could hide under your desk every time someone stops by to chat thinking ?Can?t these people see that I’m busy and don?t have time to talk??

That, my friends, is a problem. So often we get wrapped up in our own lives, in the tasks we are doing at that very moment, that we fail to see how our attitude negatively affects how we interact with, and react to, other people. And that unfortunately reflects poorly on us and the company paying our salaries.

Let?s put it in perspective. Imagine that every time you went to the grocery store the teenage boy at the checkout barely looked you in the eye, acted annoyed when you handed him a pile of coupons and rolled his eyes when he had to call for someone to scan in a bottle of wine? Would you complain to the management? Stop going to that store? Tell your friends about your experience? Spread the word about the terrible service you received? My guess is that you would do one, if not all of these things. And suddenly that teenager and the store he works for has a bad rep for poor customer service. Something as simple as a bad attitude changed your opinion, and it will take A LOT to fix it.

Sure, you may not work in a retail setting, but the same principals apply. If you answer the phone snapping at the person on the other end, reply to emails without first greeting the person or brush off those who stop by your desk, you?re doing just as much harm as the checkout boy. You?re hurting yourself by giving the impressions that you won?t take time to help others, that you are in a bad mood or, worse, that you just don?t like people. And then people will be reluctant to help you when you need it most and will address you with the same annoyance that you?ve shown them. You?re also hurting the company that you work for, because whether you like it or not, your negative attitude is a reflection of that company.

So the next time the phone rings, pause for a minute before answering. Take a deep breath, put a smile on your face, and greet whoever it is like a long lost friend. Well, maybe that?s a little over the top, but at least keep your voice pleasant and upbeat, and most importantly have a positive attitude. Keep in mind the person on the other end of the phone might be having a bad day, and if you greet them with a happy voice and are willing to help them out, you just might brighten their day. And the next time they call, they will be a little nicer and little by little you?ll build a stronger, happier relationship with them.

Or if you are replying to an email, take 3 seconds to ask about their weekend, their family or their pets. You just might make a new BFF. At the very least, you will remind the person receiving the email that there is a person, not just a computer, typing away. And maybe they will take 3 seconds and answer you. And again, you?ll start to build a strong, long-lasting relationship.

We want to hear from you! What other tips do you have for dealing with people in a positive, happy way?

The Customer Is Always Right (Even When They Aren’t)

Posted on July 23, 2009

?The customer is always right.?

Hmmm… Maybe, instead,  it?s more about finding the balance with a customer.

(Photo by channah.)

(Photo by channah.)


When YOU are the customer, ?the customer is always right? sounds like a good motto and the idea is you?ll always get what you want (even though in our hearts we know this is probably not true). When you?re the one DEALING with a customer, however, there is a fine line you need to walk to keep them happy AND create work you can be proud of. As designers, we spend so much time on this imaginary “line” that we?ve built a town (complete with coffee shop, vegan deli and theater).

When a client requests our services for a design, most of the time these clients are not designers themselves. They have come to us because they have confidence in our abilities and know they will receive a good quality product. It?s like when I take my car to the mechanic. I trust he knows how to change the oil, rotate the tires and fix whatever it is that is making that noise. And he does, my mechanic is amazing. It?s only when I have to take my car somewhere else I get nervous. What if they don?t know what they?re doing? What if they don?t have my best interests in mind? It?s the chance I take sometimes because I don?t know much about cars.

Good designers have their client?s best interests in mind. They won?t try to sell them something they don?t need, and they definitely won?t create something while disregarding what the client has requested. That?s not saying a good designer won?t bring other options to the table. Often times the client doesn?t know there are other options, techniques and styles that could better convey their message. In the end, however, it is the client?s decision. It?s their product. It?s their message.

At Moxie, we don?t always agree with our clients? choices. Sometimes we even strongly disagree with them. We will voice our concerns and give reasoning behind these concerns, but we will never force a client to accept something they don?t like. It?s not our style.

At Moxie, it is more important to build a good working relationship with our clients than win a single battle of wills. We want the client to be happy with the final product and use us for future projects, not remember an unpleasant experience and choose someone else next time. Some clients make this easier than others, and Moxie always tries to find the balance.

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? Post written by Cristy Wiza.