If you work in post production you are probably well aware how important it is to fully understand your client and to meet the expectations of your business partners. Kylee Wall of Creative Cow wrote an article in which she shares 7 customer service rules for better post production and in her opinion while technical skills are important, your personality also plays a big role if you want to achieve a success in this field. And it's hard to disagree. The filmmaking industry is based on networking and people like to cooperate with those who they know and they like. This is why she believes that in such a competitive industry, your clients are more likely to return to you if your customer service skills are great and so if you don't have experience in face-to-face relations with customers, make sure to read all the advices listed below.
"If someone comes to you with an issue or need, you need to take the time to listen to them in full so you can understand exactly what you need to do for them. Don’t make assumptions or jump to conclusions about what they need."
"Problems happen, especially in post. By showing that you care (with previously mentioned listening) and sharing some empathetic words, you’ve already begun to diffuse a potentially bad situation and work your way back to having a happy client, peer or boss."
"If you try to pawn off a customer service issue to someone else, that’s bad news. After listening and understanding the issue, you need to be the one to take ownership and start working on a solution."
"If a problem falls into your lap and you have no freakin’ idea what to do, never say you have no freakin’ idea what to do and leave it at that. You need to take some kind of action. (...) Explaining the complexity of the issue in a clear way helps a client understand that you’re being honest about an area where you can’t help them instead of being deliberately unhelpful."
"Quick deadlines and high stakes can really make people blow their fuse a lot faster, in panic or anger. (...) By being a calm face, you can help everything to get back under control a lot faster."
"Don’t over-explain things to a client who doesn’t care. Don’t under-explain because you have better things to do. Make things plainly obvious. If you’re on the receiving end of unclear communication, make the effort to give them a call and make sure you understand the situation in full."
For much more on this topic head over to the full version of the article - you will find it here.