Our team at Solo-E is also known for our great customer service (my clients keep telling me this, so I’m comfortable stepping up and owning that!) It took me a while to “get” that this is, indeed, part of our Profitable Essence, but now that I do get it, I make sure we focus on it. One thing I do is that anytime we add a new team member, we have them “shadow” a current team member who interacts with clients, so they see how we answer client inquiries, and how that customer service orientation shows up.

The other thing I do is when I know I’m impatient/irritated/frustrated by something a client does/says/wants, or more likely, some request from a random visitor to our website, I delegate responding to one of my VAs that I trust to answer in a positive manner. We joke that she’s the queen of the letdown…she can say no to someone and still leave them feeling like they got what they needed. I’m lucky to have her on my team!