As businesses we all talk about what the client wants (and when I talk about clients, I also include customers) - but do we really practice what we preach?
I was speaking to a couple of law firms recently with a view to putting some business their way and the experience couldn’t have been more different. One couldn’t be more helpful in providing the information I required and accommodating in their approach - and the other almost indifferent by comparison!
When offering a product or service we need to be selling an experience for the client. They should feel like they want to tell everyone how good it is to use your business and what made it that way.
All too often businesses promise excellence in client service, but when it comes to delivery it can be inconsistent throughout the organisation. It only takes one poor experience to influence a client’s perception… and then you need to consider how many people that client will then tell!
So if you are striving for excellence in service, then you need to ask yourself
Go on - make your business stand out from the crowd!
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