The idea for this blog post began in an armchair.
I was slumped in same, sipping cold coffee and chewing on a ballpoint pen, scratchin’ out ideas for an assignment.
One idea didn’t quite work. So I jiggled it around, and stood it on its head.
It still didn’t work, but this cartoon popped out.
Later, sipping the same coffee (reheated but cold again), I got to thinking about service– or what passes for it.
My conclusion: a lot of “service” is so poor, nonchalant, and/or half-hearted, it amounts
to self-service; as in: you’re on your own.
You walk into a store and are ignored. Or you wind up talking to someone who knows less than you do.
You access a site and it’s a cluttered mess. Or it takes forever to load. Or it’s hard to navigate.
You hire someone to do a job. They don’t keep you informed. Finally they deliver something that’s not what you wanted.
The list goes on and on. Everyone reading this post has a poor service story. Or 10. Or 20.
I got thinking about good service as it relates to design and illustration.
Let’s agree that poor service = self-service (i.e., basically, you’re on your own).
Here’s how self-service compares to the real thing:
Self-Service: You found me by accident.
Full-Service: You found me because I’ve been recommended, and because I have a strong online presence (website, blog, social media).
Self-Service: Sure, sure, I can do that for you, no problem.
Full-Service: This job isn’t a good match for me. But I can recommend someone else.
Self-Service: Trust me.
Full-Service: I inspire confidence because you can see my work samples and because I demonstrate my expertise by publishing on social media.
Self-Service: I can do this for you. Period.
Full-Service: I’ve outlined several options, along with corresponding deliverables and fees. Would be happy to discuss.
Self-Service: OK, I’ll get started.
Full-Service: As soon as you approve a certain option (deliverables and fee) and we agree on a delivery date, I’ll get started.
Self-Service: Silence.
Full-Service: Here’s a status report. I’ve attached a JPEG. Would appreciate your feedback on such-and-such.
Self-Service: Sorry this is late. Somebody else needed something.
Full-Service: I’ve hit a few snags– here’s a short summary. Could we move the delivery date back a bit?
Self-Service: Here it is, hope it’s what you wanted.
Full-Service: Here are the deliverables. Any questions or concerns, please let me know. There are a few things we could do at this point that would add value. Details attached. Please let me know if you’re interested.
Self-Service: Silence.
Full-Service: Thank you for your business. Please let me know if I can be of further assistance.
Self-Servive: Silence.
Full-Service: It’s been a few weeks. I just wanted to follow up here. Did everything work out to your satisfaction? Please let me know if I can be of further assistance.
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Got any lousy service horror stories you’d like to share? (please– no expletives!)
Anything you’d care to add to the comparison list? Please share your service expertise.
Ever made your own lemonade with a garden hose??