On Client Over-Servicing

Remember seeing a few examples of this, which led to some changes in expectations that were counter-productive.   Never heard this completely covered: 

The Problem of Client Over-Servicing: What is it And How to Stop The Cycle

Richard Conn -June 1, 2022   in CustomerThink

You care about your clients, and your business depends on your providing a good service to them every time. But an emphasis on client service can lead to a problem: client over-servicing.

Over-servicing is more of a problem in some industries than others. Graphic design, for instance, has to deal with many small tasks, client approvals, and more. This puts service providers into a difficult position: how many revisions should they allow clients? How much work can they spend on a given task?The project scope should be clearly defined from the beginning

Every task could, technically, be the last, and there are plenty of other companies competing for that client’s attention. Bigger and better projects will lead to bigger and better projects, so it’s in your interest to make sure clients are satisfied every time.

However, if you’re constantly stretching your team to meet expectations, you might have an issue with client over-servicing.

What is client over-servicing?

Client over-servicing isn’t going above and beyond to keep customers happy. It’s not like an online retailer trying to make it up to you after sending you a damaged product, running out of what you need, or other common inventory management mistakes. (Although we’ll talk about Amazon later.)

Client over-servicing is the result of two issues. Your client relationships, and your management processes..... '