Seeing both sides
Posted on 04. Mar, 2010 by Kimberly in Blog, business
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Every now and again I am reminded about how important it is to truly hear and understand your client’s perspective. I had a client on my old server and moved them to my new server — mostly because of reoccurring emails issues that for some reason presented themselves as oddball gremlins that were often difficult to figure out. With the new server, it made this easier. All good right? Well no. I received a very panicked phone message that they were not getting their email although their clients had sworn it was sent. The reason they were not seeing them — easy enough to figure out: they were using POP email and now they are using IMAP and the mail was safely tucked in the Spam box in their Apple Mail account program. Now, I have a range of clients and all of them on many different levels of experience of knowledge with technology. I had explained the difference between IMAP and POP mail but I HEARD my client today when it dawned on me they did not know exactly what that meant in this instance.
You might be saying, “Well of course Kimberly, that’s quite apparent.” Yes and no. I agree with the fact that they did not fully understand from the training and setup, but it was more difficult to “See” how they saw the change. To them, it just works right? To us, the service providers, it works but and often needs a quick check of a few things to trouble shoot that will quickly solve those small issues first. I think if we see things from our client’s perspective we will understand where and how to bring what we see and know to the table. In the end, better communication, better services and customer support and finally, a happier client. Lesson learned.
Here is something you might like to read, hint, hint
Kimberly Beaven is a Web Designer and Creative Director of BlueWave Media. She is is truly a gadget girl who loves architecture, photography, design and coding. Learn more via twitter or her Google Profile. If you enjoyed this post, please subscribe to our RSS feed.
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Thanks for the help and the read above. You were very kind in your blog.
Lisa
Hey Lisa — you are an inspiration to keep me on my toes and I thoroughly appreciate you. Thank you for your patience