Calling customers "Clients"

Sparkle007

Sparkle007

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This isn't an important topic obviously and i'm not trying to start an argument here, this is just my point of view. Calling a detail customer a client has always made me scratch my head! We aren't lawyers, plastic surgeons, or real estate agents here, pure and simple we clean cars! I have been detailing for 11 years and i've detailed everything from ferrari's to airplanes and i've never once had the urge to call a customer a client, I don't care how expensive their vehicles are!

I'd never heard of any detailer calling a customer a client until I joined Auto Geek, so I figured i'd just make a dumb little rant about it and see what the other opinions are! Again not trying to step on anyones toes, its just a curiousity.
 
I think its stupid as well. Everyone wants to feel more important then they really are

Everyone has stupid titles in front of their names now too
 
Here's the rationale from a customer service and marketing perspective:

Calling someone a customer infers a very cold and clinical business relationship, basically saying "I see this as a one-time interaction."

Calling someone a client, on the other hand, expresses the desire/care to cultivate an ongoing business relationship that says "I am here to take care of all your appearance care needs at any time."

It's largely semantics, I know, but there is a psychological factor involved in terms of how you present yourself to the people who pay you. Also, if you are dealing with people who are lawyers/real estate agents/plastic surgeons bringing their cars to you, using the term "clients" with them resonates well because it's familiar to the way they run their own businesses, which puts them at ease.

Sure, it absolutely has to do with feeling important, but isn't that the goal of good customer service anyway? Making the client feel like they are important to you?

Just some food for thought.
 
yeah I see your point, I mean by definition it makes sense but I think it is too often used to boost an ego.

Sent from my DROIDX using Tapatalk
 
Shiny Lil Detlr said:
Here's the rationale from a customer service and marketing perspective:

Calling someone a customer infers a very cold and clinical business relationship, basically saying "I see this as a one-time interaction."

Calling someone a client, on the other hand, expresses the desire/care to cultivate an ongoing business relationship that says "I am here to take care of all your appearance care needs at any time."

It's largely semantics, I know, but there is a psychological factor involved in terms of how you present yourself to the people who pay you. Also, if you are dealing with people who are lawyers/real estate agents/plastic surgeons bringing their cars to you, using the term "clients" with them resonates well because it's familiar to the way they run their own businesses, which puts them at ease.

Sure, it absolutely has to do with feeling important, but isn't that the goal of good customer service anyway? Making the client feel like they are important to you?

Just some food for thought.
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I usually just tell them thank you, and I appreciate their continued support. Seems to work for me

When you see someone do you address them by client or customer? I usually address them by their name myself

Why are maids called housekeepers now? Did their job duty change? What about secretaries and stewardess? Garbagemen too?

Oh. and how many exucutive vice presidents can one company have? I've seem as many as 25 or more

Its all quite ridiculous in my eyes :)
 
Some people I work use clients but most use customer.

I use "hey you" makes them feel great that I wasn't able to remember their name. Plus it puts those problem people in their place... Kidding of course.


I don't see a problem with either. For detailing you have a little more personal relationship and interaction with the person so I can understand using the term client. When we speak to them we is their name but perhaps we refer to another "client" and I can see how that would make them feel good inside.
 
Shiny Lil Detlr said:
Here's the rationale from a customer service and marketing perspective:

Calling someone a customer infers a very cold and clinical business relationship, basically saying "I see this as a one-time interaction."

Calling someone a client, on the other hand, expresses the desire/care to cultivate an ongoing business relationship that says "I am here to take care of all your appearance care needs at any time."

It's largely semantics, I know, but there is a psychological factor involved in terms of how you present yourself to the people who pay you. Also, if you are dealing with people who are lawyers/real estate agents/plastic surgeons bringing their cars to you, using the term "clients" with them resonates well because it's familiar to the way they run their own businesses, which puts them at ease.

Sure, it absolutely has to do with feeling important, but isn't that the goal of good customer service anyway? Making the client feel like they are important to you?

Just some food for thought.
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I feel the same way. Good customer service is a dying action now. I swear there are fewer and fewer companies or people out there with great customer service skills.

I have worked in retail and in big corporations and both have different customer service. Your dealing with a lot of different people in both aspects. But one thing that usually never goes un-noticed is great service. I for one always look for it. If I receive great customer service you can guarantee I will be back as a return customer. AG is a great example.

When I'm talking to my customer/client I always address them by their first name. When I'm speaking to other people about my customer's it's always my client or this client. I just feel it seems more professional. This is my opinion though.

That being said I live in Mass and there are a lot (not all by any means!) of people who put themselves on a pedestal and expect to be treated as such. Which I hate however I have to cater to my clients needs/wants/and expectations. It's not about what I feel or want it's about their needs and wants. So, weather it be they want me to only use a certain product on their rims or what not. I try to cater to them as much as I can. If it comes down to something that I think or know is wrong or will cause damage I nicely explain to them my reasons for not doing it. And usually that's enough.

Customer service is one thing I certainly pride myself on and ensure I always go above and beyond my clients expectations. Obviously within reason, but even if it's something as small as checking their tire pressure, or giving them a free wheel wax or something like that. Takes a little bit of time but the extra act seems to go a long way.
 
SeaJay's said:
When I'm talking to my customer/client I always address them by their first name.
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I always adress them by Mr or Mrs until they tell me to knock it off

I have one very good customer...urrrr client, that I've had for years and see on a regular basis, that I still adress them both by Mr or Mrs (most times. Sometimes I slip and use their first name)


Why are barbers called hairstylist now? I don't want my hair styled, just cut
 
Flash Gordon said:
I always adress them by Mr or Mrs until they tell me to knock it off

I have one very good customer...urrrr client, that I've had for years and see on a regular basis, that I still adress them both by Mr or Mrs (most times. Sometimes I slip and use their first name)


Why are barbers called hairstylist now? I don't want my hair styled, just cut
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Dude... I'm sorry, that's Mr. Dude, that's so they can charge more!
 
I agree with Charlie.

I'm not a "car care professional" :p (a detailer), though I have done quite a few cars for cash on the side. But in my day job, we are urged to call our passengers "customers" (go figure) because according to the marketing gurus, the word "passenger" has a connotation of being a nondescript part of a herd, while "customer" implies individuality.

For similar reasons, we are never to refer to a customer's disability directly, instead we address the customer as a customer, with special needs. We do not say, "A blind customer," or "A handicapped customer," but rather, "A customer who is visually impaired," and "A customer with a mobility challenge."

Marketing experts are often psychology grads.
 
Flash Gordon said:
I always adress them by Mr or Mrs until they tell me to knock it off

I have one very good customer...urrrr client, that I've had for years and see on a regular basis, that I still adress them both by Mr or Mrs (most times. Sometimes I slip and use their first name)


Why are barbers called hairstylist now? I don't want my hair styled, just cut
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I started to do that, but every time I started with that it's call me Joe or Ann or whatever. So, now I just call them by their first name.

I also have the sir and ma'am thing that I get told not to say as well. Everyone says it makes them feel old. So, I've done away with that as well. Unless I'm dealing with an older couple who seems to be old school. They always seem to appreciate it more.
 
SeaJay's said:
I started to do that, but every time I started with that it's call me Joe or Ann or whatever. So, now I just call them by their first name.

I also have the sir and ma'am thing that I get told not to say as well. Everyone says it makes them feel old. So, I've done away with that as well. Unless I'm dealing with an older couple who seems to be old school. They always seem to appreciate it more.
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:iagree:

But can you tell me why weathermen are now called meterologist?
 
:iagree:


But can you tell me why my mailman is now called a letter carrier? :help:
 
My way of thinking:


Customer:
-No perceived relationship.
-May purchase a service/product one time


Client:
-Implies a long-term relationship; meaning:
-They will be purchasing services/products more than once; causal effect of creating a:
-A fiduciary relationship


-Early on in the process, while trying to obtain customers----with the hope of creating a client base---they are called "Leads".

-As these Leads progress, they are called Customers.

-Then, hopefully, for having a "growing a business" status, these Customers will become Clients.

[A Call Center/Customer Service Center is imperative to have...Should be established to address any issues that arises before, during, and after procuring leads/customers/clients.]



But...by the end of the day, in all reality, shouldn't the goal of every business be: That we will be able to call them Friends?



Out of curiosity:
Does anyone ever seriously wonder what the people who have received your services call you??


:)

Bob
 
I think the question "clients or customer" would be best answered by someone who does lawn care or snow removal service.:props:
 
FUNX725 said:
Out of curiosity:
Does anyone ever seriously wonder what the people who have received your services call you??


:)

Bob
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And the answer to this likely determines how successful you are or will be.:props:

In my line of work, where we support the "users" of our equipment, we refer to them as clients. The term user isn't as respectful.
 
Outside of the client/customer battle, I think it all boils down to one thing... Doing what is right the person who is giving you business whether it is a client or customer. Setting realistic expectations up front, and delivering on what you had promised.

The days of agreements via handshake, and caring ways have gone out the window in an attempt to pursue the almighty dollar.

Or courtesy follow ups? For the sake of this statement I will call my clients/customers "economy drivers." Spending drives the economy right???

How about taking 3-5 minutes out of your day to follow up with your economy drivers? Making sure they are still happy with your work? Giving them pointers to maintain the appearance of their vehicle if they can't schedule again for a while. Offering a small "how to" to be emailed to them... The simple things that set you apart from others and make you unique will keep them happy...

Plain and simple whether they are called clients or customers this simple rule below we should all understand and live by when dealing with them:

TAKE CARE OF THEM, OR SOMEONE ELSE WILL.
 
The word client is derived from the Latin and French origins. It appears to me that it may have come from the Latin form of clan or a member of a clan. Client has the meaning of someone dependent on your services and organization, and seeks advice from a professional, and his services. A customer is not dependent on your services and advice, and may not be part of your clientele that seeks your full services and follows you(loyal to your business), but just a part of your service as an individual. How do you say a group of customers that are loyal to your business and seek your advice on the services they purchase from you? Clientele! And how do you say and individual of that group of customers? A client! It is as much about the psychology, but the proper use of the words and their meanings. It does sound more professional to say clients vice customers especially when they are purchasing a service from you. People are customers until they become devoted, and reliant on you and your services. I will continue to call my repeat customers/followers of my business my clients and/or my friends.:)
 
FUNX725 said:




But...by the end of the day, in all reality, shouldn't the goal of every business be: That we will be able to call them Friends?



Out of curiosity:
Does anyone ever seriously wonder what the people who have received your services call you??


:)

Bob
Click to expand...


I feel as if I've failed unless they consider me FAMILY


One thing I notice alot, is when MY customers...urrrr clients, wait, Family see me approach them they smile real big

On the other hand. I had a lady about 10 years ago ask her husband "Is he still washing cars?" when I was standing right outside their door waiting on the keys. Funny thing is, now he is in federal prison for stealing millions of dollars and their house was forclosed on. Its a b*tch how karma works sometimes :)
 
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