The Customer is King

The time-worn saying, “the customer is always right,” has become even more valid in today’s economic climate, when we should all go the extra mile in our business interactions. After many years in a service industry, I still find it stunning how frequently people forget that old adage.

Consultants and service professionals who become too demanding will lose clients if they present a problem with a forceful, in-your-face attitude. One must refrain from becoming overly critical of the client’s activity or work product. Consultants and service professionals must keep in mind that their requirements are but a fraction of the work that the client has to accomplish. They must be sensitive to the pressures that the client may be facing and act appropriately.

Prudent business practice and honesty sometimes require all of us to say “no.” But, again, there is a way to say it.

The service professional should remind a client about deadlines for contracts or submissions. However, it is the client’s prerogative to meet those deadlines or let them lapse. The service professional must abide by the client’s decision.

Since we all serve other people in one way or another, I appreciate the frustration in overcoming obstacles needed to perform a job. But we all must submit to authority and remember the customer or client is always King.

Just Following Orders

One of my pet peeves: employees who blindly follow orders. At The Private Office, we teach our staff to think for themselves. In the course of a business day, many new situations arise, and our management is unable to monitor them all.

We hire our administrative staff for their creativity, ability to determine priorities and to keep our clients happy. I’m always willing to cut a little slack for someone who can tell me why my directions were modified or unheeded.

Of course, our staff must be sensitive to their level of authority and when approval is required. But sometimes, speed is of the essence and “to snooze is to lose.” Those interested in rising within our organization invariably show initiative, proactive enthusiasm and a willingness to work hard, or overtime when necessary, to get a job done.

We have noticed our most successful clients follow a similar blueprint. Sometimes, they even set up a management center at our site and let their employees telecommute. This business model allows increased flexibility, reduced overhead and can even spur remote workers to new heights of commitment.

Considering all of the above, staff members would be well advised to avoid saying, “But that’s what you told me to do.”

Things are Looking Up

The Private Office (www.theprivateoffice.com) is perking up lately – a promising trend. January felt like a morgue: companies were standing pat. But CEOs are starting to plan again, and entrepreneurs are starting to dream. Some are downsizing into our facility for that perfect fit, and others are starting to climb the ladder of success. There are always two ways of looking at the world during times like these. Yes, the business climate is filled with difficulties and challenges. But many see opportunity at every turn. I understand the dichotomy.

For those companies downsizing, it’s an adjustment guaranteed to make them healthier and stronger in the long run. Staffing is pared to the most talented and productive. Working lean has become the new corporate philosophy, and it will bode well for the future.

For companies just starting out, the focus has become cost control and husbanding resources – keeping fixed investments to a minimum. We can help with that. Why make irreversible commitments to IT infrastructure, telecommunications equipment, long term leases and office setup when all of that expense can be devoted to your business operation?

I feel that we are really serving individuals in need by helping our clients develop and maintain a the flexibility they need to survive, and, after this downturn becomes just an unpleasant memory, to grow and thrive.

Is There A Doctor in the House?

Office Business Centers provide corporate office space and services for a diverse array of clients including the expected lawyers, accountants, financial consultants and insurance professionals. However, at The Private Office (www.theprivateoffice.com), our office space is also a perfect fit for many health care providers.

We proudly host a pediatric neurologist, psychotherapists for Alzheimer’s and post partum depression, and many other disciplines. Some of these health care providers use our spacious reception areas for their waiting room. This works particularly well for psychotherapists who care for one patient at a time at extended intervals. Other doctors with a more compressed caseload use a separate office for their waiting room.

Because our offices are accessible 24/7, many doctors schedule their patients at convenient early evening hours as is customary. They also utilize our computer scheduling programs for both this facility and other locations or hospitals where they practice.

Many of our staff members become well versed in medical terminology and can even field common questions posed by patients. Staff members then quickly change hats and answer the next call for a corporate professional without missing a beat (no pun intended).

In these challenging times, we should all explore new markets and untapped business opportunities. By incorporating health care professionals into our client base, The Private Office has done just that.