Even though it’s not something we usually talk about, at least not in reference to our own lives, we live in a transient world. Everything has an expected lifespan: we humans, our pets, the things we build, the birds, the trees, and even the Earth itself. Everything is finite and will eventually end. Memento mori, or “remember death,” is an ancient Latin phrase that has been uttered throughout history, reminding us that everything must come to an end.
Even the bonds we build in our business will ultimately fade away. As they do, we’re often faced with a difficult decision: Should we remain fully invested in a failing relationship?
The odds are that almost every one of our business relationships will eventually reach a point of diminishing returns. Sooner or later, the cost of maintaining the relationship will surpass the benefits derived from it. Exactly where this point of diminishing returns lies is a constantly moving target, and the location of the bull’s eye can vary wildly from client to client.
We can have a pleasant interaction with a client that lasts fewer than a couple of minutes, or we can have a horrible interaction with a client that lasts far longer. Every client is different, and every client has different needs. Some customers are tickled pink by our standard offering and are certain that they’re getting what they paid for, while others need a tremendous amount of coddling.
Navigating the maze that is customer service can be a daunting task. Although we might initially feel like we’re making progress, before too long we realize that someone keeps moving the goalpost. Without a doubt, our ability to be successful while operating a service-type business depends on our ability to determine where those goalposts lie.
Someone keeps moving the goalpost.
When we’re just starting out on our business journey, figuring this out can seem like an impossible task. Unfortunately, the only way to effectively develop the intuition needed to navigate the landmines of customer service is to walk through a few minefields.
Unfortunately, until we figure out which path to take through the field, it’s likely that we’re going to get blown up a bit.
Experience is the best teacher (a quote attributed to Julius Caesar) is an idea that certainly applies here. Once we’ve developed enough callouses to weather the storm, we’ll be better equipped to take a step back and examine our situation. More likely than not, we’ll come to the realization that some relationships are better than others.
With time, our ability to determine exactly where the line falls will mature and we’ll become better at figuring out which relationships are the ones we should be coddling, and which ones are better left for some other poor, inexperienced, unsuspecting home inspector.
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Thanks, Joe
