Why Do Professionals Hassle Clients?

February 09, 2015 8:49 am


Why Do Professionals Hassle Clients?


No Client Hassle

I am currently being subjected to a major hassle from a so-called professional, who also happens to be a public servant.

From all appearances, this individual made a decision based on entirely circumstantial evidence without even bothering to learn the facts. With the help of a lawyer, I will be appealing his decision, if for no other reason to get the facts into the discussion.

My Mind’s Made Up…

Personal considerations aside, it seems that this individual has defaulted to the kind of behavior that many of us have applied at one time or another in our careers. For whatever reason, we gather just enough factual information from a client to make a fast decision, leading to swift, albeit unfounded, client advice. Wham bam—problem solved, case closed. Next?

The longer one practices a profession or performs the same range of services, the more familiar and routine specific issues become. In practice, this means that we frequently encounter what appear to be situations similar, if not identical to others we have experienced in the past. And because we are rushed, bored, angry or whatever other reason, we apply solutions from the past, virtually automatically, without even learning the relevant facts. Regrettably I have defaulted to this behavior. I have also seen many, many other professionals do the same.

The message here is that if you don’t want to hassle clients, gather all the facts before rendering a decision or opinion.

The Hidden Client Hassle

Lots of professionals create obstacles and challenges for clients, usually unintentionally and unnoticed.

What about those professional offices on the second floor of old commercial buildings without elevators? Did they ever think of the problem this would cause for clients with mobility issues? Or what about those websites that are out of date from the perspective of either content or technology? Does this not represent a potential frustration or inconvenience for clients?

Unfortunately, as professionals we sometimes get so wrapped up in our own work that we ignore such essential factors as facts and client needs or preferences. If you don’t know what your clients need, want to expect—or don’t like–ask them. (If you’re unsure about how to go about getting feedback from clients, you might check out How To Successfully Market Professional Services—Your Way. Chapter 3 will help measure client satisfaction.)

There is no better way to block or otherwise break a relationship than to hassle the people we should be serving.

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