Page 15 - The Edge - Winter 2017

BY LARI STAPLES, CPPO

Providing Great Customer

Service in a Compliance World

Arizona School Business O cials live in a world of compliance
– such as, compliance with Arizona Revised Statutes, compliance “The more your customers realize that you will
with the Uniform System of Financial Records, and compliance always do what you can to nd a legal solution,
with Governing Board policies. the less they will get upset when a situation
Does your position of ensuring compliance seem at odds with
providing great service to your customers? If you nd that it can doesn’t work out the way they anticipated.”
sometimes be challenging to meet your customers’ expectations
while staying compliant with rules and regulations, here are some the rules laid out in an easy-to-understand manner that they can
tips that may help you bridge the gap. connect with.
Don’t assume they know the rules If you can’t comply with a request, be speci c
Have you ever thought, “Why would they do that? ey’ve been about why not, and offer an alternative
here long enough to know the rules!” I’ve found that if they didn’t
follow the rules they: A) didn’t know them, B) forgot them, or C) Occasionally, there are requests from our customers that we
didn’t think they applied to this situation. As business o cials, it’s simply can’t comply with. Maybe it’s a legal issue, maybe it’s a
our job to know the details of the rules, all of the nuances, the gray timing issue, or maybe it’s a budget issue. If you’ve put yourself in
areas. Even with great training, you can’t expect your customers to their shoes, and tried to come up with a solution, but can’t nd one,
understand them at the same level that you do, and you can’t expect let them know. Be speci c about the particular issues that you are
them to apply the rules correctly to every situation. Rather than unable to comply with. Even if you can’t meet their request exactly
simmer in frustration, nd an opportunity for education. Give your as stated, is there an alternative you can o er that at least solves part
customer a call, talk through the situation, let them know what of their request? Brainstorm with your customer to nd other ways
went wrong, and how it should be done di erently in the future. of achieving their goal.
And follow up with an email for documentation. Stay polite and courteous

Find a solution that meets the customer’s Frustrations and tempers can rise when a customer’s needs seem
need and complies with the rules to be at odds with business rules and regulations. Take a deep breath
and remember, it’s not about you, and it’s not about them, it’s about
Take the approach of a problem solver. Who could be better to nding a solution. Don’t take it personally. Stay in the problem-
think outside of the box to nd a creative, legal solution than the solver mode, and keep talking through di erent options. e more
person who best understands the rules? Listen carefully to your your customers realize that you will always do what you can to nd
customer’s needs. Put yourself in their shoes. Accept the challenge a legal solution, the less they will get upset when a situation doesn’t
of nding a solution that will meet their needs, while complying work out the way they anticipated.
with the rules. If your customer knows that you are willing to be Great customer service is something that comes from within.
their partner in nding a legal solution, they will be a lot more It’s more about who you are, than what you do. Do you go the extra
willing to bend a little on their side to nd a win-win solution. mile? Do you make an extra e ort? In the words of the late, great

Explain the rules in basic terms, no jargon Bob Farrell, do you give ‘em the pickle? (For those of you who don’t
know what that means, you need to Google it.) Customer service
In the business o ce, acronyms like RFP, USFR and SDER has to be genuine and it has to be consistent. It comes from truly
are common language. But if you want to build a bridge to your caring about your customers, connecting with them, understanding
customer, substitute commonplace language for these types of their point of view. And understanding that when the business
terms. Instead of saying, “Expenditures that exceed $100,000 o ce provides great customer service to the schools, it has a ripple
cumulatively in any given commodity during the scal year must e ect that reaches our ultimate customers – the kids.
be procured through a formal solicitation process” try saying,
“If you want to buy something that will be more than $100,000, Lari Staples, CPPO, Director of Procurement & Distribution, Peoria
we’re required to go through a formal process that is led by the Uni ed School District, 6330 W Thunderbird Rd, Glendale, AZ,
Purchasing Department.” Your customers will appreciate having 85306, Phone: (623) 412-5257

15