The title of this article is a saying I heard early in my IRS career. Sorry if it offends you, but it really gets to the heart of stellar customer service. No matter how many great and wonderful things you do for your clients, the thing they will remember most — and tell the most people about — is the thing that got screwed up.
As Drew and I continue to repair and renovate our house, I’m finding no shortage of contractor stories to share with you that illustrate this principle. By observing other business operators, we can determine how to better service our clients in our voice-over businesses….and hopefully avoid some of those “Oh s****” moments.
1) He arrived exactly on time, which is a rarity for service provider at one’s home. Punctuality is key in voiceover as well. When I started my voiceover business, I assumed that all voiceover talent were punctual. Over the years, I’ve been surprised to read about people who didn’t show up or were late to sessions, didn’t return phone calls, etc.2) He suggested features we hadn’t considered, like a dimmer for the recessed lights and a remote control for the ceiling fan. I do the same thing with my clients. For instance, if I was hired to narrate a marketing video for a trade show, I’ll also let the client know that they may want to use the same voice on their phone system, e-learning modules, and web site to enhance and solidify their brand. It may seem like a self-serving piece of advice, but it’s really about helping my clients achieve consistency in all of their communications.3) He finished the job in LESS time than he estimated, so our bill was less than expected. He told me he always builds in enough time in the estimate to troubleshoot any problems — a tactic that voice talent would do well to emulate.4) He cleaned up after the job was finished. (Remember this point because I’m coming back to it in the next story!)
Tommy told me that his business is mostly through repeat business and referrals; I don’t think he even has a web site. In my voiceover business, I always want to make it easy for my clients to refer me. With his terrific attention to detail and exemplary customer service, it’s truly a pleasure to refer Tommy to other people.
- If they have given you a file naming convention, use it.
- If not, be very descriptive with your file names so that the purpose or script for each file is immediately evident.
- If you have to revise a file, add a revision number to the file name so that you don’t inadvertently write over an existing file. Sometimes, the client may decide the original file was best after all or wants to make some other change to it.
- Compress multiple files into a zip file so that the client only has to download one file.