Don’t try to answer every question or solve every problem. I learned this lesson while working for difficult bosses. It’s one of the few positive take-aways that I gained from those experiences.
It’s admirable to want to step up and handle a challenge. No customer wants to hear, “That’s not my job,” when they need something. Responding quickly is a hallmark of good customer service, but it can come with risks.
If a team or process has been set up to handle a particular issue, but someone else jumps in, it can create confusion. The customer won’t know who to talk to when follow-up is required.
Further, not everyone has the expertise to handle all types of problems. Without a knowledge of the procedures that have been set up to handle a particular issue, a well-meaning employee could unwittingly create expectations that can’t be met. The client may be pleased when offered a solution, but if that solution turns out to be costly or infeasible, the relationship will be strained.
Another consideration is that clients don’t always act in good faith. They may just want to vent some frustration. If someone without adequate knowledge tries to help, it may compound the client’s frustration.
Finally, if you happen to work for a difficult boss, they’re probably risk averse. They won’t reward your initiative for trying to help. Instead, they’ll perceive your well-meaning efforts as misguided and problematic. If anything goes wrong, they’ll blame you for supposedly making them look bad.
Know your boss. If he or she is a jerk, don’t volunteer, and don’t be a hero.
