I am fortunate to have some of the most talented, engaging, artistic and dramatic (in a good way) men and women on my staff. Their concerns are of the utmost importance to me and I thought to include their concerns in my “Dear Preston” column.
Dear Preston,
One of the things I love most is the work we do on an international level. Having the opportunity to travel to new and exciting places, to experience different cultures and to share our work with clients from different backgrounds is a blessing. In order to offer clients a full and complete staff, we often hire freelancers to travel along with us. On one of your recent trips, you hired someone that I know you thought was good at their job but their interpersonal demeanor was unprofessional. They were constantly in the client’s face and I noticed the client was uncomfortable with the overly-friendly, familiar approach. Do you suggest forbidding freelancers to speak directly with clients and insist they only speak when spoken to?
Concerned Employee
Dear Concerned:
First, thank you so much for looking out for our clients. I appreciate having a staff that is client-focused and who is willing to approach difficult topics like this one. I find myself not all that sure as to how to respond to these concerns and have decided to allow my readers to share their thoughts.
My clients are very important to me as are all of the great staff members and freelancers who help me bring these dream jobs to life. I am fearful of offending either. These freelancers are not children, after all.
What advice would you give my loyal employee?
Blessings,
Preston
(Photo Courtesy Fliickr)
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George Bernard Shaw once said: “You see things and say, ‘Why?’ But I dream things that never were and say, ‘Why not?’” That quote embodies how Preston Bailey approaches every event.
Ricardo Rivera
August 8, 2012
I think that you are very respectfull to your clients and you know what you can say, when and how to say it, also I think no matter if they are your employees or frelancers you have to train them on how, when and what can they say and talk to your clients, at the end is your name and your company who is giving the service and they have to respect the way you want them to act and talk to your clients, also this training is going to bring to your company more satisfayed clients and more business to your company, your employees and your frelancers.
bisi bordley
August 8, 2012
Ricardo Rivera basically said it all! xb
Sheila
August 8, 2012
Definitely feel that since anyone you hire is representing your company and your brand, you should be the one to determine when and how to communicate with your clients!
Navjot Kaur
August 8, 2012
Another way to look at this is that may be it is ignorance and not a delibrate intent. I would draw the guideline with list of protocol’s to follow by each team member. A review form filled by others on team will help address these issues. This will help resolve such issues before it even occur. Your client hired you for your customer service, design aspect, time line and more over for your honesty and intergity.
Joyce
August 8, 2012
It is very important that both your freelance staff and employees are on the same standard as to how to treat your clients. by setting up some rules and regulations that everyone has to follow in order to give out service that your clients expect.
Pam Archer
August 8, 2012
I concur with the other readers. Well-said Ricardo. Great advice!