10½ ways to achieve unbeatable client service
Achieving Unbeatable Client Service
A few practical ideas that will keep your clients wedded to your firm.
1. Be human
Your clients will assume technical excellence as a ‘given’. This is not a key differentiator. Call centres, commodity products and a blinkered focus in the bottom line erode human connectivity and devalue client care. The glue that cements relationships is based on deeper emotional and psychological factors, e.g. loyalty, humility, generosity, attentiveness and consideration.
2. Use a conversational style
Education teaches us to be formal and technical. Business language is full of jargon, acronyms and typically reflects the culture of specific organisations or sectors.
These factors present fuzziness when messages are transmitted.
What is required to communicate effectively is a conversational style. Such an approach can breakdown cultural barriers, deepen trust and build rapport. Try it.
3. Use technology to supplement not replace direct contact
Winning organisations embrace technology.
Your clients will expect 24/7 accessibility and a flexible attitude – Blackberry’s, phone divert, email, videoconferencing, home working, memory sticks and Internet networks are all helpful business tools.
However, the odd adage ‘don’t throw the baby out with the bath water’ applies here. It is interesting to note the reversal in strategy of some high street banks and building societies from online to retail.
No technological advance has replaced the basic human need for face-to-face contact.
4. Be proactive
Tenshi Web Solutions provide Size 10½ Boots with IT Support. The value of this relationship is evident by the proactive approach taken by it’s director, Tony Burke. Tony has presented both ideas and solutions in improving newsletter and website over and above the terms of reference agreed. Such an approach indicates genuine care and interest in the success of our business. In return we have been delighted to provide referrals, write testimonials and increase our investment in Tenshi.
5. Think long term
In assessing the importance of client relationships, calculate the anticipated lifetime value; assess the strategic fit; and honestly evaluate your ability to service that client.
If after this analysis it appears there is a mismatch, be honest and talk to your client. You will enhance your reputation by closing a business relationship and connecting your client with someone in your network better placed to serve their needs.
6. Value your reputation more than a project
The test of company values is when you are faced with a difficult decision. Size 10 ½ Boots recently received a referral for a sizeable research project for a blue-chip client. The project was profitable and resources were available to deliver.
However, reflecting on the details we came to the conclusion that the scope of the project did not fit our professional services positioning and more technical research expertise was required. We were happy to advise the client to work with an associate where the fit was right. The client followed our advice and Jack, our associate, secured a £20k project.
7. Tune in and stay tuned
You may have multiple clients to manage; a full in tray; domestic commitments; and a headache. Perhaps you have diary conflictions and tax returns thrown in for good measure.
Candidly this is all irrelevant when you are talking to Barker and Reet law firm in Mansfield. When you are with Barker and Reet, be there, all of you. Give the client your undivided attention and care.
What our clients say about us
Bernard Savage led the research project for us. His approach is commercial and pragmatic. He does what he says he is going to do in a professional and diligent way. Bernard has demonstrated that he understands our business needs and is helping us to achieve our growth objective.
Duncan Mackinson, Director of Business Development, GSL UK Ltd, Business Services
Staff members who went on workshops are certainly more confident about what they need to do to sell the firm’s services.
Martin Rogers, Regional Managing Partner, Mazars Accountants
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