Synthesis, Inc. - Synthesis, Inc. - Administrative Support for Creative People

According to the Credit Card Companies, Barb & I are “Deadbeats” – people who pay their cards off every month, using the time provided by the credit card companies without ever incurring interest charges. Their terminology speaks volumes about the true intention of the card providers toward the consumer. No matter what their advertising may imply, credit cards are not ‘priceless’.

I read the fine print. When the new Cardmember Agreement arrived along with our Synthesis Chase bill, I was intrigued, first of all, that the print was in 8-point font opposed to earlier days when you needed a magnifying glass to read anything on the back of the bill. Then I came across the final paragraph: Reasons why the cardholder may refuse to authorize transactions. Along with the expected: suspected fraudulent activity, the account is in default, was the final reason (and I quote): any other reason we choose.

Talk about transparency! I guess that says it all. If we, as business people, allowed ourselves to be as arrogant as the larger companies, we would not have too many clients. But arrogance can be tricky. You may not be ‘holier than thou’ with your clients, but due to your years of experience and extensive knowledge in your field, you may be TOO quick with an answer, making your client feel as though you weren’t really listening.

When you are a small businessperson, you ARE the face, hands, feet and heart of the company. If you are having a bad day or are feeling stressed, don’t pick up the phone or respond out of hand. It will be remembered. Kevin Elam, our Marketing Director, is doing a great Webinar in May: Complaints and Resolutions. He’ll talk about how to stay ahead of any complaints your clients may have. Great stuff – if you misstepped, he’ll help you recover.

On the other hand, there is value in taking a step back to realize how humility can actually increase your future sales. When working with new clients:

1. Don’t just blabber your knowledge. Let the customer know you are applying your knowledge to his/her particular industry. Do your homework and make sure they know you took time to prepare.
2. Have you ever been in a restaurant where the waitress or waiter did not take notes, even though everyone ordered off the menu? It didn’t matter that the end result was perfect (or not!) What mattered was the customer was left feeling nervous about the result. Don’t work in the dark – keep your customer apprised of your progress. Let them know you are ‘taking notes’.
3. Be quick to accept your limitations and identify the things you do not know. It’s a trap for small business people to feel they have to be the be-all, end-all for their clients. Not so. In fact, you will gain more respect from your customers when you refer business to a trusted colleague. No one appreciates your learning on their dime.

While Barb and I will always remain ‘deadbeats’ to the credit card companies, it is our hope we never appear arrogant to our clients. Have a great month.