Most days we don’t like our clients. Hell, most days we barely like each other. Our most productive days seems to be the ones when we get few calls and e-mails from the beloved customers who pay our salaries.
They say that the customer is always right. That’s bullshit. There are times, many times, when the customer is arrogant, delusional, difficult and flat-out w-r-o-n-g. Sometimes they don’t know they are so far off the correct path. I can live with that. Other times they know they are wrong and yet they will stick to their convictions just to prove that they are right. For some, it is more important to be right than to be happy.
I’m working with a client who is not a difficult person, but he just can’t leave well enough alone. Case in point, he approaches me with a laundry list of questions which is a follow-up to the numerous questions he had a couple of months ago. Apparently his hobby is asking questions about one issue over and over again. I’ll spend two or three days researching his latest concerns and send out a lengthy e-mail. We’ll have a phone call about it too and he’ll happily go his way — for about four weeks. Then he’ll e-mail me with another barrage of questions, most of which exhibit a misunderstanding of what I previously told him.
At one time I thought I wasn’t effectively communicating with him. I’m a writer and it troubles me (ok, freaks me out) when my words are misunderstood. After three iterations of this malarkey I’m convinced that he has post-hair stylist syndrome. Let me explain.
When I get my hair done I know it will never look as perfect as the stylist made it look. I could study her every move, jot down notes and recite back every trick she used. Yet when I stand in front of the mirror the next day I resemble the stylings of Edward Scissorhands. I understood exactly what to do and somehow lost the mojo, the key points. My client is much the same way. He perfectly understood what I said — until he returned to his everyday life. And then it became murky. And then the next e-mail arrives. And then I waste another couple of days explaining it all over again.
This particular client went up our corporate food-chain to tell management that we (my department) just aren’t providing very good service. I can do many magical things in the office: turn paperclips into picture hangers, appear interested when the CEO talks to the troops. But I can’t make someone understand. This client is my very own ‘Ground Hog Day’ and I’m Bill Murray.
So I don’t always like the clients. In fact I would be happy to fire a few though the corporate gods don’t give me that kind of power. The best I can hope for is that this client will tire of me and some other poor soul will be assigned to the account.
It’s the circle of life, don’t you think?