๐ด Customer Service for Creatives - Live | Advice For Dealing With Difficult Clients
Chris and Ben discuss how to tackle good customer service, set good terms of engagement, and when you should call a client versus email them.
They also recall their business horror stories of bad design clients and recount how they dealt with horrible clients not being a good fit.
Annotations
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03:15 All businesses are based on sales and customer services
05:12 How Ben feels about receiving emails from Chris
08:28 I write short abbreviated words to close the communication gap
08:52 Ben: What does customer service mean to you?
09:56 Phone Call Test: When a client calls you, are you happy toโฆ
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Chapters (27)
3:15
All businesses are based on sales and customer services
5:12
How Ben feels about receiving emails from Chris
8:28
I write short abbreviated words to close the communication gap
8:52
Ben: What does customer service mean to you?
9:56
Phone Call Test: When a client calls you, are you happy to pick it up?
10:39
Every dollar that you receive is a voucher of appreciation - Blair Enns
11:22
The way clients perceive you changes how you will perceive them.
12:04
Clear signs of bad customer service
12:38
Q: What is an acceptable time to send email replies to someone working for you?
14:46
Clean Inbox Principle
16:24
Set a tone of voice for your entire brand?
16:45
Check Tone: Never write an emotional email
17:57
Changing email tone mid-project and sending nasty emails is bad customer service
18:30
When you accept a client you have an obligation to provide excellent customer se
19:26
Going the extra mile - Charge more to cover coverages, and give white glove serv
24:00
Canned Content Email Templates
25:58
Q: How do you get pumped up for a meeting without coming across as cocky?
27:48
Knowing when to email your client vs when to call your client
28:50
What are your macros?
30:14
Be an awesome person to work with - treat others how you would want to be treate
33:08
You are not your work
34:35
Chris's experiences working with terrible clients
39:40
I only work well with a client that knows what they want
40:10
Ben shares his client horror story
44:00
Match and Mirror clients to convey that you are hearing them. (vocabulary, tone,
47:57
Q: What if you can't afford to give a client a refund?
49:34
Q: What do you do about really friendly clients that take you
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