In today’s episode of ‘From the eLearning Trenches,’ we asked one of our learners, a Manager in an accounting firm, to explore their firm’s approach to client service. What’s documented in a service charter or other statement of intent, what could be improved?
Learner Reflection
Our firm does provide excellent service, but I do feel that it’s not documented or outlined on our internal procedures on the intranet. There are certainly things that we do which deliver exceptional service, but we could focus on this more if we had it outlined in a bullet point format.
As mentioned earlier we are encouraged to reward a client who referred clients to us and they sign up for our services, but a lot of the times we get busy and forget to do this. Clients certainly don’t expect this so they will be pleasantly surprised when they receive it. If a client has a milestone birthday, we will organise a gift to be delivered to them, but no one keeps track of those and it gets forgotten.
We can do better in this department. I also feel that we could organise a visit to the client’s business premises at least once in a while so that we see how their business is being conducted in say a factory or even professional services.
It’s just nice when clients get a visit from their accountant, and they take them through their premises and they get excited about introducing people of explaining operational side of the business.
Perhaps this could coincide with their end of year work completion. In our system where the client information is stored, I always like to include the client’s website (if one exists) so that staff working on it can go and visit the website to see exactly what the client does and learn more about the client. I do feel like we need to develop this whole process in writing and encourage staff, especially managers and directors to refer to it at all times and use it!
This way we won’t be relying on our memory to think of these things but will have it clearly outlined and therefore these things don’t get missed!
Feedback from our experts
Clients expect good service from their professional service provider, it’s a given! What turns good clients into real advocates for the firm is the little things that add to the perception of great service. This may be a simple as acknowledgement of a birthday or a thank you gift for a successful referral. Or it may be even simpler, a ‘how’s it going’ call or email to the client from time to time.
It’s surprising how often managers and partners will downplay the value of proactive communication with clients. They may feel that the relationship is good because the client has been with the firm for many years. However, without proactive communication, it’s more likely that the relationship is taken for granted. When was the last time you asked your clients how they were going? What’s happening in their life and their business?
A service charter is a great place to start in changing perceptions and behaviour. When you say to a client ‘we will respond in a timely manner,’ what does this actually mean? What behaviours do you expect of your team in providing a timely response to client queries or concerns. When you say to a client ‘we are interested in your needs,’ do you actually take the time to catch up over coffee to discuss what’s happening in their life?
5 actions you can take now to engage with your clients:
- Active Listening: Pay close attention to what your client is saying during meetings, conversations, or presentations. Ask clarifying questions to show that you’re engaged and interested in understanding their perspective. Reflecting back their thoughts and concerns demonstrates that you are genuinely listening and trying to comprehend their needs.
- Personalixation: Tailor your interactions and solutions to their specific needs. Remember details about their business, preferences, and past conversations. Use this information to create personalised recommendations and solutions that align with their goals and challenges.
- Regular Follow-Ups: Stay in touch beyond the initial interactions. Reach out periodically to check in on their progress and inquire about any new developments or challenges they might be facing. This demonstrates your ongoing interest in their success and well-being.
- Proactive Suggestions: Provide value by offering relevant insights, suggestions, or resources that can help them achieve their goals. This could involve sharing industry news, trends, or best practices that relate to their business. By being proactive, you show that you’re invested in their success, not just a transaction.
- Empathy and Support: Show understanding and empathy when they encounter difficulties or setbacks. Express genuine concern for their challenges and offer your support. This could be in the form of problem-solving assistance, emotional support, or a willingness to adjust your offerings to better suit their evolving needs.
What are you doing today to improve the quality of your relationship with your clients?
Key take-away
Develop a service charter for yourself, your team or your firm to ensure that you align behaviour with intent. IF you feel motivated, let your clients know about your charter!
This assessment task and response is taken from the Proactive Manager eLearning Course. Click here to explore this course
Also, take a look at the Client Service Administration eLearning Course
Discover the pulse of our eLearning community as we unveil daily feedback from enrolled learners. Exciting times ahead as we share this valuable information with the accounting, advisory, and administrative experts in public practice!
