How do you balance serving internal and external customers?

1 Identify your customers

Before you can balance your service, you need to know who your customers are. Internal customers are the people within your organization who depend on your work, such as other departments, managers, or employees. External customers are the people outside your organization who pay for your products or services, such as consumers, clients, or partners. Both groups have different needs, expectations, and feedback mechanisms, so you need to understand them clearly.

3 Communicate effectively

Communication is essential for balancing your service, as it helps you set expectations, share information, and build relationships with your customers. You should communicate clearly, respectfully, and consistently with both internal and external customers, using the appropriate channels and tools. You should also listen actively, ask questions, and provide feedback to understand their needs, concerns, and preferences. You should avoid jargon, assumptions, and misunderstandings that could lead to confusion or frustration.

4 Manage conflicts

Conflicts can arise when you have to balance your service, especially when the needs or expectations of your customers clash or compete. For example, you might have to deal with a demanding client who wants you to deliver more than you agreed on, or a colleague who wants you to prioritize their request over another one. You should manage these conflicts professionally and constructively, by using negotiation, compromise, and problem-solving skills. You should also respect the boundaries and agreements that you have with your customers, and avoid making promises that you can't keep.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?