2020 has brought an enormous amount of struggle, strife, sadness, and tragedy. And no time has brought more confusion and difficulty when knowing what to write from one week to the next, than this year. What’s appropriate, what’s not? What’s needed right now, what’s not? What’s insensitive now, what’s not?
This week is obviously no different. I’ve started and stopped. Gone with this idea and then that. Decided to make this week’s post about yet another tragedy, then not.
At least to me, there really is no right answer. This blog is about the client experience and helping you deliver the best one possible, and therefore I do want to bring you that, with value, week after week. And so I shall.
What the Client Experience is Truly About
But this week it is going to be a little different in light of everything that our country is experiencing right now, and its going to be a bit shorter as well. I just don’t quite know what to say. Talking about the client experience in terms of systems, or processes, or surprises, seems just, wrong. But what seems right, is talking about the client experience in a different way. In a way that is relevant, and helpful, and brings value.
During times like these when we’re experiencing one suffering after another it’s easy to think that what we do isn’t meaningful, or helpful, or needed. Interior design seems to just be full of fluff and materialism, until a situation forces us into seeing that interior design actually isn’t about that at all. Interior design is actually about creating home, supporting families, putting together a space that allows people to be together, to be happy, and to find peace.
Client experience is the same. The client experience seems to just be about luxury services and high end impact. Until a situation forces us into seeing that the client experience isn’t about that at all. Focusing on the client experience is about creating comfort for our clients as we work with them and help them through whatever problem they’ve come to us to fix. It’s about creating joy in the moments of being together and working together. It’s about taking the time to try and understand what makes it difficult to walk in their shoes, to endure what they’re enduring, and then working to make it easier.
It’s about comfort, joy, and understanding.
Reach Out, Try to Understand, then Work to Make Things Better
That’s what it’s truly about. Talking to people, working your hardest to understand what creates challenges for them, listening to find out how to make it easier, and then making the necessary changes. Over and over and over again. In life, in work, in everything.
The world will never be perfect. The client experience will never be perfect, for any of us. No matter how hard we work, it just won’t get there, as we’re all a bunch of imperfect people – and we’ll never truly understand what it’s like to be someone else. But that doesn’t mean we don’t try.
It doesn’t mean we don’t work incredibly hard to improve. It doesn’t mean we just throw up our hands and say, “There’s no hope. There’s nothing I can do.” Because there is.
So keep on hoping, keep on praying, keep on working, to bring comfort, joy, and understanding, to anyone and everyone you meet. On the street, in the home, and in your business, because that’s what the client experience is truly about. That’s what it’s truly about – comfort, joy, and understanding.