{"id":11046,"date":"2018-01-25T07:12:14","date_gmt":"2018-01-25T07:12:14","guid":{"rendered":"https:\/\/blog.qcdesignschool.com\/?p=11046"},"modified":"2018-01-25T07:12:14","modified_gmt":"2018-01-25T07:12:14","slug":"provide-better-customer-service-design-business","status":"publish","type":"post","link":"https:\/\/www.qcdesignschool.com\/blog\/2018\/01\/provide-better-customer-service-design-business","title":{"rendered":"How to Provide Better Customer Service for Your Design Business"},"content":{"rendered":"[vc_row type=&#8221;full_width_content&#8221; full_screen_row_position=&#8221;middle&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; top_padding=&#8221;2%&#8221; bottom_padding=&#8221;2%&#8221; overlay_strength=&#8221;0.3&#8243;][vc_column enable_animation=&#8221;true&#8221; animation=&#8221;fade-in&#8221; column_padding=&#8221;no-extra-padding&#8221; column_padding_position=&#8221;all&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_shadow=&#8221;none&#8221; width=&#8221;1\/1&#8243; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221; delay=&#8221;250&#8243;][vc_column_text]<em>Tammy Hart, I.D.D.P, is a graduate and Tutor of Q.C. Design School.\u00a0 She is the Sr. Designer and Manager, Operations overseeing the Residential Division of B.I.G Renovations &amp; Design and LEV2 and sits as a Director on the National Board for DDA (formerly CDECA).\u00a0\u00a0 She is a sought-after speaker, speaking at venues like IIDEXCanada and Heart of Networking.\u00a0 She\u2019s been featured as a guest spot on Daytime Durham, Rogers TV and works to empower young women to become successful future leaders.<\/em>[\/vc_column_text][divider line_type=&#8221;No Line&#8221; custom_height=&#8221;50&#8243;][vc_column_text]I have enjoyed numerous careers since I began working at the age of 14 years old.\u00a0 The common thread between all of them has been servicing the customer\/client.\u00a0 Whether it was in a fast food restaurant in my teens, working security in my early twenties, as an executive administrative assistant, as a manager overseeing a venue or now, in my current role as a designer and manager &#8211; it all comes back to customer service.\n\nCustomer service or valuing the customer is of utmost importance to me.\u00a0 I strive to deliver excellence in customer service in all of my interactions with my clients.\u00a0 That\u2019s not to say that there aren\u2019t times I don\u2019t get it right, but I try very hard, and when I find out I haven\u2019t gotten it right, I try to fix it immediately.\n\nHere\u2019s my thought: companies are failing dismally to even attempt to provide customer service, let alone excellence in it.\n[\/vc_column_text][divider line_type=&#8221;No Line&#8221; custom_height=&#8221;50&#8243;][image_with_animation image_url=&#8221;11058&#8243; alignment=&#8221;&#8221; animation=&#8221;Fade In&#8221; box_shadow=&#8221;none&#8221; max_width=&#8221;100%&#8221; delay=&#8221;250&#8243;][divider line_type=&#8221;No Line&#8221; custom_height=&#8221;50&#8243;][vc_column_text]John Ragsdale says,\n<p style=\"text-align: center;\">\u201cAs industries mature and companies can no longer differentiate themselves by attributes such as products or pricing, <strong><em>CUSTOMER SERVICE<\/em><\/strong> becomes a <strong><em>CRITICAL ADVANTAGE<\/em><\/strong>.\u201d<\/p>\n<p style=\"text-align: left;\">I\u2019m a firm believer that customer service is going to set your business apart from other businesses and when done correctly, will help your business revenue increase.<\/p>\nSo how do you do it?\u00a0 How do you deliver on customer service excellence while meeting and exceeding client expectations?\u00a0 Below are my hints and tips\u2026[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=&#8221;full_width_content&#8221; full_screen_row_position=&#8221;middle&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; top_padding=&#8221;2%&#8221; overlay_strength=&#8221;0.3&#8243;][vc_column enable_animation=&#8221;true&#8221; animation=&#8221;fade-in&#8221; column_padding=&#8221;no-extra-padding&#8221; column_padding_position=&#8221;all&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_shadow=&#8221;none&#8221; width=&#8221;1\/1&#8243; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221; delay=&#8221;250&#8243;][vc_column_text]\n<h3>#1 Who is your Customer?<\/h3>\nIt\u2019s important to define who your customers are.\u00a0 This is going to vary based on your work situation but usually this is applicable:[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=&#8221;full_width_content&#8221; full_screen_row_position=&#8221;middle&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; top_padding=&#8221;2%&#8221; bottom_padding=&#8221;2%&#8221; overlay_strength=&#8221;0.3&#8243;][vc_column enable_animation=&#8221;true&#8221; animation=&#8221;fade-in&#8221; column_padding=&#8221;no-extra-padding&#8221; column_padding_position=&#8221;all&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_shadow=&#8221;none&#8221; width=&#8221;1\/3&#8243; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221; delay=&#8221;250&#8243;][vc_column_text]\n<h4>Internal Customers<\/h4>\n<ul>\n \t<li>Colleagues<\/li>\n \t<li>Managers\/Supervisors<\/li>\n \t<li>Staff in other functional departments<\/li>\n<\/ul>\n[\/vc_column_text][\/vc_column][vc_column enable_animation=&#8221;true&#8221; animation=&#8221;fade-in&#8221; column_padding=&#8221;no-extra-padding&#8221; column_padding_position=&#8221;all&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_shadow=&#8221;none&#8221; width=&#8221;1\/3&#8243; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221; delay=&#8221;250&#8243;][vc_column_text]\n<h4>External Customers<\/h4>\n<ul>\n \t<li>People who buy or use our products and services<\/li>\n<\/ul>\n[\/vc_column_text][\/vc_column][vc_column enable_animation=&#8221;true&#8221; animation=&#8221;fade-in&#8221; column_padding=&#8221;no-extra-padding&#8221; column_padding_position=&#8221;all&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_shadow=&#8221;none&#8221; width=&#8221;1\/3&#8243; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221; delay=&#8221;250&#8243;][vc_column_text]\n<h4>&#8220;Other&#8221; Customers<\/h4>\n<ul>\n \t<li>Vendors, Suppliers, Contractors<\/li>\n \t<li>AND, every person you touch who is currently <em>not<\/em> a client<\/li>\n<\/ul>\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=&#8221;full_width_content&#8221; full_screen_row_position=&#8221;middle&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; bottom_padding=&#8221;2%&#8221; overlay_strength=&#8221;0.3&#8243;][vc_column enable_animation=&#8221;true&#8221; animation=&#8221;fade-in&#8221; column_padding=&#8221;no-extra-padding&#8221; column_padding_position=&#8221;all&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_shadow=&#8221;none&#8221; width=&#8221;1\/1&#8243; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221; delay=&#8221;250&#8243;][vc_column_text]In short, I truly consider every person I interact with to be customer\/client and treat them as such as you never know when that interaction could lead to a sale or a referral of business.[\/vc_column_text][divider line_type=&#8221;No Line&#8221; custom_height=&#8221;50&#8243;][image_with_animation image_url=&#8221;11056&#8243; alignment=&#8221;&#8221; animation=&#8221;Fade In&#8221; box_shadow=&#8221;none&#8221; max_width=&#8221;100%&#8221; delay=&#8221;250&#8243;][\/vc_column][\/vc_row][vc_row type=&#8221;full_width_content&#8221; full_screen_row_position=&#8221;middle&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; top_padding=&#8221;2%&#8221; bottom_padding=&#8221;2%&#8221; overlay_strength=&#8221;0.3&#8243;][vc_column enable_animation=&#8221;true&#8221; animation=&#8221;fade-in&#8221; column_padding=&#8221;no-extra-padding&#8221; column_padding_position=&#8221;all&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_shadow=&#8221;none&#8221; width=&#8221;1\/1&#8243; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221; delay=&#8221;250&#8243;][vc_column_text]\n<h3>#2 What Do They Want?<\/h3>\nIf you think of yourself as a client for a moment, consider what your expectations are when receiving customer service. From there, it\u2019ll be easy to understand your deliverables to meet your customer expectations.\n\nEvery customer, to some degree, wants to feel valued \u2013 to know that you value them and appreciate their business because they didn\u2019t have to choose you.\u00a0 They want to know you are competent and know you have expertise in your area of decorating or design.\u00a0 This is why taking the <a href=\"https:\/\/www.qcdesignschool.com\/online-courses\/interior-decorating\/\" target=\"_blank\" rel=\"noopener\">Interior Decorating Course<\/a> from QC Design School is an asset.\u00a0 They also want you to be dependable and organized which includes: showing up to consultations on time and having the proper tools on hand (ie. color wheels, quotes, contracts, measuring tape, etc.)\n<h3>#3 How Do You Deliver Excellence in Customer Service?<\/h3>\nNow that you know who your customers\/clients are and their expectations, here are some ideas on how to deliver customer service excellence in the design and decorating industry:\n<h4>Be Approachable<\/h4>\nSmiling friendly faces and a warm demeanor are positive traits to help your clients feel appreciated.\u00a0 Welcome the opportunity to engage in conversation with individuals.\u00a0 60% of a designer\u2019s or decorator\u2019s role is selling, whether it\u2019s a design concept or a contractor, and being approachable will assist with that.\n<h4>Be Accessible<\/h4>\nWhether by PHONE, EMAIL, SOCIAL MEDIA \u2013 how long is your response time to clients?\u00a0 Normally, I have a response time of 24 hours or shorter.\u00a0 I\u2019d like to think this is a reasonable expectation.\u00a0 When I\u2019m going to have a jammed schedule, I tend to inform my clients that my response time or availability may not be as quick or as flexible as normal.[\/vc_column_text][divider line_type=&#8221;No Line&#8221; custom_height=&#8221;50&#8243;][image_with_animation image_url=&#8221;11068&#8243; alignment=&#8221;&#8221; animation=&#8221;Fade In&#8221; box_shadow=&#8221;none&#8221; max_width=&#8221;100%&#8221; delay=&#8221;250&#8243;][\/vc_column][\/vc_row][vc_row type=&#8221;full_width_content&#8221; full_screen_row_position=&#8221;middle&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; top_padding=&#8221;2%&#8221; bottom_padding=&#8221;2%&#8221; overlay_strength=&#8221;0.3&#8243;][vc_column enable_animation=&#8221;true&#8221; animation=&#8221;fade-in&#8221; column_padding=&#8221;no-extra-padding&#8221; column_padding_position=&#8221;all&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_shadow=&#8221;none&#8221; width=&#8221;1\/1&#8243; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221; delay=&#8221;250&#8243;][vc_column_text]\n<h4>Be Professional<\/h4>\nIt\u2019s important to be true to your style and your brand, but at the same time be professional.\u00a0 For example, I have a potty mouth but when I\u2019m in front of clients, that doesn\u2019t come out UNLESS my clients and I have that personal relationship.\u00a0 It\u2019s important to know your audience.\n\nIt\u2019s also important to dress the role that suits your brand BUT ensure you are dressing professionally.\u00a0 Normally, designers\/decorators are stylish by nature and we luckily work in an industry where we can pull off jeans and a blazer with a hot set of heels or dress shoes.\n<h4>Be Knowledgeable<\/h4>\nKnow your products, have supplier relationships, and <a href=\"https:\/\/www.qcdesignschool.com\/2016\/10\/heres-expect-road-interior-decorating-certification\/\">know your design expertise<\/a>.\u00a0 For example, I would never have talked about construction prior to working for a construction firm because I had no knowledge and would never want to steer my customers wrong.\u00a0 If you don\u2019t know an answer to a question, don\u2019t fake it.\u00a0 This isn\u2019t the right time for that.\u00a0 Be up front and let your client know that you don\u2019t have the answer but will happily get it for them.\n<h4>Be Empathetic<\/h4>\nRenovations and decorating does not come naturally to everyone (surprise! I know\u2026) so be understanding and show patience when your client asks questions or becomes overwhelmed or stressed with the design process.[\/vc_column_text][divider line_type=&#8221;No Line&#8221; custom_height=&#8221;50&#8243;][image_with_animation image_url=&#8221;11061&#8243; alignment=&#8221;&#8221; animation=&#8221;Fade In&#8221; box_shadow=&#8221;none&#8221; max_width=&#8221;100%&#8221; delay=&#8221;250&#8243;][\/vc_column][\/vc_row][vc_row type=&#8221;full_width_content&#8221; full_screen_row_position=&#8221;middle&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; top_padding=&#8221;2%&#8221; bottom_padding=&#8221;2%&#8221; overlay_strength=&#8221;0.3&#8243;][vc_column enable_animation=&#8221;true&#8221; animation=&#8221;fade-in&#8221; column_padding=&#8221;no-extra-padding&#8221; column_padding_position=&#8221;all&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_shadow=&#8221;none&#8221; width=&#8221;1\/1&#8243; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221; delay=&#8221;250&#8243;][vc_column_text]My final pieces of advice on how to deliver customer service excellence are:\n<ol>\n \t<li><strong>Little things count<\/strong> \u2013 remembering your client\u2019s birthday and sending a card is a nice touch.<\/li>\n \t<li><strong>Don\u2019t tell your client you\u2019ll call by 5pm and not call.<\/strong> Even if you\u2019re waiting on a response from a supplier, give a courtesy call to let your client know you\u2019re waiting on an answer. Or if you get your answer sooner, call sooner and EXCEED their expectations.\u00a0 This also goes for delivering the project.\u00a0\u00a0\u00a0 Set reasonable project deliverance expectations.\u00a0 Sometimes your deadlines will be pushed but communication with your client is imperative.<\/li>\n<\/ol>\n[\/vc_column_text][divider line_type=&#8221;No Line&#8221; custom_height=&#8221;50&#8243;][vc_column_text]\n<h3>#4 When to Deliver?<\/h3>\nThere are obvious times to deliver customer service excellence, like at the initial consultation. However, there are not so obvious times to deliver and these are definitely important opportunities you\u2019re not going to want to miss:\n<ul>\n \t<li>Time of inquiries<\/li>\n \t<li>Time of order\/payment<\/li>\n \t<li>Delivery of product\/service<\/li>\n \t<li>Handling of a complaint\/problem<\/li>\n \t<li>Repairs\/Maintenance\/Warranty work<\/li>\n \t<li>After sales follow-up<\/li>\n \t<li>End of a project<\/li>\n<\/ul>\n[\/vc_column_text][divider line_type=&#8221;No Line&#8221; custom_height=&#8221;50&#8243;][image_with_animation image_url=&#8221;11063&#8243; alignment=&#8221;&#8221; animation=&#8221;Fade In&#8221; box_shadow=&#8221;none&#8221; max_width=&#8221;100%&#8221; delay=&#8221;250&#8243;][\/vc_column][\/vc_row][vc_row type=&#8221;full_width_content&#8221; full_screen_row_position=&#8221;middle&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; top_padding=&#8221;2%&#8221; bottom_padding=&#8221;2%&#8221; overlay_strength=&#8221;0.3&#8243;][vc_column enable_animation=&#8221;true&#8221; animation=&#8221;fade-in&#8221; column_padding=&#8221;no-extra-padding&#8221; column_padding_position=&#8221;all&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_shadow=&#8221;none&#8221; width=&#8221;1\/1&#8243; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221; delay=&#8221;250&#8243;][vc_column_text]\n<h3>#5 I screwed up \u2013 Now what?<\/h3>\nThere have been times in my career where I have screwed up.\u00a0 Times that I haven\u2019t successfully delivered on my customer service expectations not only disappointing my client, but myself \u2013 whether it was not getting back to them in a timely manner which made them feel undervalued, or having to push a deadline because I couldn\u2019t get a product in the time I hoped I could.\n\nIt will happen and that\u2019s OK.\u00a0 It\u2019s how you handle the situation that\u2019s important.\u00a0 Take ownership of the mistake \u2013 first and foremost.\u00a0 Then, determine a plan to rectify it.\u00a0 Communicate that plan to your client, and follow through.\u00a0 Mistakes will happen but it\u2019s all about your recovery \u2013 so recover gracefully.\n\n<strong>Remember:<\/strong> you can\u2019t please everyone.\u00a0 There will be times that you can\u2019t make a client happy and either side will sever the relationship.\u00a0 Take a moment to analyze what happened and use that as a learning opportunity.\n\nThat being said, don\u2019t be afraid to ask for feedback.\u00a0 Sending out a customer satisfaction survey after a project will provide you with insight into your client\u2019s satisfaction level and give you tools to better your business and customer service skills.\u00a0 It\u2019s scary, I know!\u00a0 But getting this feedback will help you grow both personally and professionally.\n\nUltimately, by delivering customer service excellence, you will increase your bottom line as your clients will be more likely to hire you for additional projects, refer you to friends, contractors will want to partner with you more often, suppliers will give you bigger discounts as you\u2019re bringing them more work and when you pair that with your ability &#8211; bigger opportunities may abound.\n\nHappy designing &amp; decorating!\n\nTammy\n\n[\/vc_column_text][\/vc_column][\/vc_row][vc_row type=&#8221;full_width_content&#8221; full_screen_row_position=&#8221;middle&#8221; scene_position=&#8221;center&#8221; text_color=&#8221;dark&#8221; text_align=&#8221;left&#8221; top_padding=&#8221;2%&#8221; bottom_padding=&#8221;2%&#8221; overlay_strength=&#8221;0.3&#8243;][vc_column enable_animation=&#8221;true&#8221; animation=&#8221;fade-in&#8221; column_padding=&#8221;no-extra-padding&#8221; column_padding_position=&#8221;all&#8221; background_color_opacity=&#8221;1&#8243; background_hover_color_opacity=&#8221;1&#8243; column_shadow=&#8221;none&#8221; width=&#8221;1\/1&#8243; tablet_text_alignment=&#8221;default&#8221; phone_text_alignment=&#8221;default&#8221; column_border_width=&#8221;none&#8221; column_border_style=&#8221;solid&#8221; delay=&#8221;250&#8243;][vc_column_text]\n<h3 align=\"center\"><em>Ready to change careers like Tammy did? Enroll in <a href=\"https:\/\/www.qcdesignschool.com\/online-courses\/interior-decorating\/\" target=\"_blank\" rel=\"noopener\">QC\u2019s online interior decorating course<\/a> and start your journey as a designer!<\/em><\/h3>\n[\/vc_column_text][\/vc_column][\/vc_row]","protected":false},"excerpt":{"rendered":"Customer service is really important when you&#8217;re building up your design business!","protected":false},"author":4,"featured_media":11073,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[36],"tags":[],"ppma_author":[521],"class_list":{"0":"post-11046","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-from-the-experts"},"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.7 (Yoast SEO v26.7) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How to Provide Better Customer Service for Your Design Business - The Focal Point<\/title>\n<meta name=\"description\" content=\"Customer service is really important when you&#039;re building up your design business. 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