ABCs of Great Client Service
By Adam
Radzik
Consultant to Professional Firms
Accept
that clients are entitled to change their minds.
Behave in a patient and understanding manner at all times.
Create a clear sense of value in everything you do.
 Dress professionally and act professionally.
Exercise great care not to appear arrogant or condescending.
Finish the job when you said you were going to finish it.
Give the very best of your knowledge, creativity and resourcefulness.
Habitually perform beyond the client’s expectations.
Identify significant problems, and offer workable solutions.
Judge project quality as if retaining the client depended on it.
Keep up with every development in
your field.
Learn your trade well, and become a master at it.
Monitor the sums
you charge, and always act with fairness.
Notify all concerned parties of significant developments.
Organize your efforts and the efforts of your team to promote efficiency.
Point out potential hazards and problems before they occur.
Quote a realistic fee that will still allow you to provide quality.
Resolve the problems that the client hired you for.
Show up on time for meetings and conferences.
Treat your client’s interest above your own interest.
Understand that without the clients and their problems, you have no business.
View yourself as an artist who is striving for perfection.
Watch out for the unexpected, as it will occur.
Xpect that certain tasks will have to be redone from scratch.
Yes, you can do an excellent job every time.
Zero client dissatisfaction should be your ongoing objective.
For training on how you can provide superior client service,
please
contact SIC today.
Comedy
Corner
Jay the Accountant was bragging to Louis the Lawyer. “Well, I have reached a very important milestone today. By carefully
managing my finances for the last twenty years, I can say that I have arrived at the point at which I no longer need any more money!” Louis
was very impressed. “Jay, that’s a marvelous accomplishment! I wish I could be as resourceful as you have apparently
been.” Jay smiled broadly, grinned with satisfaction and said, “Yes, Louis, I have as much money as I need.” He
paused for a moment and then added, “Of course if I ever have to buy anything for the rest of my life I am in big, big trouble
but besides that I am completely set for life!”
Will Rogers, one of America’s greatest humorists, uttered many witty comments
about life. Here are some smile-evoking samples:
1. Never miss a good chance to shut up.
2. If you find yourself in a hole, stop digging.
3. The quickest way to double your money is to fold it over and put it back in your pocket.
4. If you’re riding ahead of the herd, take a look back every now and then to make sure it is still there.
5. Lettin’ the cat outta the bag is a whole lot easier’n puttin’ it back.
6. When you are dissatisfied with life and would like to go back to your youth, just think of Algebra.
7. Long ago when men cursed and beat the ground with a stick, it was called witchcraft. Today it is called golf.
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1. Most professional firms’ brochures begin with the wonderfulness
of themselves and thereby immediately lose the interest of their targets. You must begin with the potential needs of the
clients.
2. The Department of Commerce in Washington,
D.C., employs “ Country Experts ” (so if you wanted to know about
selling to Belgian companies, you would talk to the person assigned to Belgium ) and “ Product Experts” (so
if you wanted to learn about the frozen food industry, you would talk to the person assigned to frozen foods). And by the way,
these services are free!
3. An invaluable person to talk to is the executive director of the trade association you are targeting.
You will be amazed how much a person in this position knows. And right behind him or her is the editor of the publication of
the trade association you are targeting.
4. The more carefully you evaluate, weigh and plan, the more effective your sales campaign will be. |
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1. When partner A frequently complains about all of the failings of partner
B, partner B begins to wonder, “ If I
am such a terrible partner, why is partner A staying with me?”
2. When the bank account becomes perilously low, diplomacy
and politeness are tossed out the window.
3.
Most of the time when
they say they were just kidding, they weren’t!
4.
Relationship failures are, of course, the other
partner’s fault.
5.
Threatening your partner changes the relationship
forever. |
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Sales
Improvement Consultants has been helping
professional organizations since 1979. Our experience
lies in marketing, business management and conflict
resolution.
We have taught over a thousand professionals how to
improve their marketing results through individual coaching.
If you would like to learn more about sales coaching,
contact
Sales Improvement Consultants. |
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| Professionals I coach frequently ask, “Adam, how can I make more money? I work long hours as it is. When I finally get home , I plop down exhausted
in front of the television... Read
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| The loud voices, the red faces, the slamming doors, the muttered
curses, the taking sides, the silent treatment – these are all among the recognizable symptoms of unresolved conflict. Read
More... |
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