You Are In Customer Service Business

Here's where I thinktribalism is not good for us,where we think, well,because I'm a motion person,I'm a branding person.This cannot possibly apply tome and my business coach told methis once before he said we'reall in the same business.If if you open a restaurant, ifyou do a dry cleaning business,if you are in the motiongraphics business,that's all the same business.The application is different,but it's the same businessand all business businessesare in two businesses marketingand customer service.And once he saidthat, I'm like, Oh.OK, I don't know anything aboutcustomer service or marketing.Am I going to be outof business and he'slike, yeah, he will be.If you don't learn howto do these two things,one is about learninghow to bring clients in,the other is aboutservicing themso well that they havesuch an amazing experience.That they referyou to other peopleand they give you more business.So whatever lineof work you're in,you're really you needto learn how to market.And marketing, rememberwhat I told youabout from SethGodin's definition?The generous act of helpingothers achieve their goals.That's marketing.And then customerservice is to making surewhat you say you're going todo is what you actually do.So do what you say.Say what you do.It's not that complicated.Customer service is not aboutthe customer's always right.It's not about staying inan abusive relationshipwith a client that'snot customer service.Customer service is being clear.Doing what you're going to sayand then anticipating needs.And you can anticipateneeds within the scopeof the project.So here's one example.When somebody asks youdo the identity system,their identity design.Anticipating their needscould be asking them,what else mightyou be using thisfor besides the threepieces of collateralyou're asking me to design?I don't know.I don't think I need it.Well, do you have anInstagram account or twitter?Yes Yes.Yes well, maybe weneed to make sure wehave an icon and abanner image for youso that that's all feels likeit's in keeping with you.Oh my gosh, you're the best.I'm just going to factorthat in to the bid,and I'll make sure youget all these things.That for them could feellike this is amazing.I give Priscilla a project.I don't have to worry anymore.Not the worry she's goingto take good care of me.Oh, you gave me thevector file, the jpeg,and reformatted itfor my email signatureand it's all likemy favicon is done.Wow and you gave me a zipfile of all these things.That's great.And that's really all that is.So, yeah, the nuances arethere, and sometimes youneed to hear those things, butI'm a big abstract thinker.I like to think that I'mhigh level and strategic,and the tactics, to behonest, sometimes Bores me.I like the big ideas.I can figure out howto do these things.OK so if you want veryspecific information,you have to gather enoughpeople in the groupto say, we need toask this question,we need to make enough noise.So that feels like it'simportant to this group.But otherwise, I have to servethe needs of the many first.