Better service with better people
By Troy Waugh
Service is about adding great people to implement ideas. We experience service at three levels.
Unfortunately, the most common level of service is indifferent service. Service providers not looking at you, not listening to you, and not caring about you exemplify indifference. In the U.S., this level of service is too often the norm. The lowest form of service is actual rudeness.
At the peak level of service, a client feels welcome. What can you do to improve the level of service in your firm?
Here are a few tips:
- Show concern to everyone you encounter. Demonstrate your caring in as many ways as possible. For example, select a few important dates and remember your client. Everyone sends holiday cards. Why not send valentine cards, birthday cards or client anniversary cards? Or better yet, make phone calls and leave voice mails.
- Listen to your clients more. Listening is the highest form of respect. When you listen to your client, play back what you hear. Ask questions for understanding. Many people can use a refresher on good listening skills.
- Develop your firm's creativity. The ATM, cheese doodles, and Post-it notes were all the result of openminded people responding to customer needs. Creativity precedes innovation. Creativity keeps our services fresh and relevant. Creativity fosters loyalty.
About the author
Troy Waugh, CPA, MBA, is CEO of Five Star3, LLC. The Rainmaker Academy, The Rainmaker Consulting Group, and Enterprise Network Worldwide are divisions of Five Star3, LLC. Reprinted with permission from A Marketing Moment, published by The Rainmaker Consulting Group, a division of Five Star3, LLC.