This past week I received a warning on my computer that my hard drive was failing, that I should back up my data immediately and replace it. After recovering from initial panic, I backed up my data. Now it was time to cash in on the often-purchased-but-never-used extended warranty. Oh, how I dreaded the call. It’s always the same: the waiting forever on hold to speak to someone I can’t understand to lead me through more hoops than is humanly reasonable.

However, this call was very different—in a good way. Yvonne was quick to take my call and was very helpful. She had a noticeable Asian accent, but spoke slowly and clearly enough so as to not be a problem. She was patient with my inability to find the most basic information she requested. When she put me on hold to schedule the repair, she advised me that it would be about 6 minutes (and it did). Every step of the way, she guided me by explaining what was next and aligned my expectations, which were always met because she managed them well.

So, what’s the lesson for you and your service? Actually, they are more reminders than lessons, and there are three.

1. Make the beginning of your interaction pleasant. You don’t know the kind of day your client is having, so take charge and set things off in a proper mood.

2. Make sure your client understands exactly what will happen when. Otherwise, your client will make it up. And clients can be pretty imaginative, as you well know.

3. Make good on your word. If you say 2 days, then it’s 2 days. Not 3. If something interrupts your ability to make it in 2 days, renegotiate BEFORE the 2 days, not after.

You know all this stuff. Now do it. When you close this message, prepare for your next client interaction. Don’t get ambushed by whatever emotional state someone else is in. When you take charge of the interaction, you have the opportunity to differentiate yourself by creating a positive experience for your clients. It’s your chance to make it a great week for your clients as well as yourself.

Thanks for the lessons, Yvonne.