I’d like to introduce you to Scary Ned. Recently my son took a class at the art gallery. Seven girls and my
son had to make life-sized stuffed people. They had to cut fabric, learn to use a sewing machine, paint the faces and add hair.
I was quite proud of my son because he’s at the age where girls are kind of yucky unless they happen to like bugs and dinosaurs. But he didn’t complain once about being the only boy, nor about having to sew.
When it came time to create the faces, the girls all painted lovely faces; big eyes, curved eye lashes, faint blush on the cheeks, a beautiful smile. And my son made Scary Ned; bullet holes, knife wounds and bloodshot eyes.
The girls in the class were all quite taken with Scary Ned. I think they were impressed that my son took their assigned task and created something that met the basic requirements and yet was so beyond the expect results.
The other parents were less impressed. Mildly horrified would be a better description of their responses. From the look on his face when his daughter showed him Scary Ned, I’m sure one father was thinking, “please don’t date my daughter.”
I’m certain the instructor did not anticipate this result from the class. However, rather than trying to steer 
my son towards a “more acceptable” result, she went with it. She encouraged him and quite proudly showed off the creation.
Rather than trying to fit my son into her preconceived notion of what the end result should be, she accepted his goals and helped him achieve them.
Ultimately, that is what good customer service is about. You may have an idea of what results you want your clients to achieve from using your products and services. However, customers have a pesky habit of having their own goals.
Rather than trying to fit a square peg into a round hole, let your clients be who they are. Listen to their needs. And help them get to where they want to be.
Andrea J. Stenberg
