No matter what business you’re in, you will eventually run into a customer service issue—and often, even though the issue is not your fault, you’ll be the one on the front line with the client.
My advice in this situation is “turn toward the problem” and make it your own to fix. Ironically, if a customer issue is handled appropriately and quickly, you can end up with an even stronger client relationship. They now know firsthand that you’re someone who can be relied upon in tough times.
“Turn toward the problem” is also a quote from one of my business heroes, Charlotte Beers. Beers is commonly credited as one of the original businesswomen who broke the glass ceiling in advertising and eventually became CEO of Ogilvy & Mather in the ‘90s—paving the way for future female executives who followed her, in all industries. She also gave one of our most remembered and well-received keynote addresses, at TransPerfect’s annual conference in 2008.
