Taking Responsibility
If you are in a service business, then it’s only a matter of time before a client or customer is unhappy and tells you about it.
When this happens, it’s only natural to want to shift blame back on the client. (“It’s something THEY did that caused the problem; not ME!”)
Frankly, it doesn’t matter whose fault it is, yours or the client’s. Because the client perceives there is a problem. So what should you do?
Nearly 100% of the time, you should accept responsibility for the situation and attempt to make it right. This has become a habit for me, and it has served me well.
You see, as a service provider, you have to want your clients to succeed. This is something I’m passionate about. It’s not about me; it’s about them.
I don’t care if I’m inconvenienced. I’m going to go the extra mile. And you should, too.
More than once, I’ve seen (or heard) of actual firsthand accounts where a service provider basically told his client to go to hell.
And I’ve also picked up clients who used to do business with other copywriters I know. When I hear the client’s story, I’m always surprised by what transpired that made the client leave. (Some of the stories I’ve heard would shock you.)
Ultimately, I guess it’s about values.
Are you in the game for you? Or are you in the game for your clients?
And no matter how you answer that question, always keep in mind that your reputation precedes you.
As King Solomon wrote in Proverbs 22:1, “A good name is to be more desired than great wealth, favor is better than silver and gold.”
If you’re snubbing responsibility… and treating your clients or customers like dirt… it’s only a matter of time before it becomes much harder for you to keep your business running.
Infinitely better: Take responsibility; make things right; go the extra mile to make your client thrilled they chose to do business with you instead of the other guy.
-Ryan M. Healy
