Customization is for Starbucks

I hit a milestone this week.

I started working with my 100th client.

Over the span of 7 years and 100 clients, the most challenging ones, the ones I had to “fire”, always pushed for special treatment.

They wanted services I don’t offer.

Schedule meetings on days I normally don’t do.

Messaging me at all hours of the day.

Asking for help after our time expired.

I made the mistake of accommodating them under the pretense of good service.

Ironically the quality of my service suffered because I was straying from my process.

Service based businesses have to remember that you are the expert. You know what’s truly going to help your client. If the customer knew what they needed to make change, then they wouldn’t need your help.

Exceptions to your process means one of two things.

Your process is wrong, or the client is wrong for your process. More often than not it’s the latter.

There’s a reason you can’t go into a Michelin star restaurant and order something completely custom. Sure, they’ll accommodate a food allergy or dietary restriction, but your only option is what’s on the menu.

And that trust and respect of the experts process is what creates world class work.

Leave customization to Starbucks.

Chaos