Any marriage counsellor will tell you that 98% of problems in relationships are caused by a lack of communication. A lack of communication in terms of direct verbal exchange or as is often the case where exchanges occur, a lack of understanding as to what each partner is intending or meaning. Too much is left open to interpretation.
The essence of successful client satisfaction therefore comes from successfully aligning the mindset and expectations of both client and professional providers. This needs to be done not just once but also on a regular update basis.
Managing a client relationship up to that level is not easy. It involves a mixture of direct and indirect inputs that need to be repeated for every piece work and for every client.
Here are some suggestions for partners to follow:
1. Send 'thank you' letter on client acceptance of assignments. Ensure that all work is proceeding in the way that
both parties agreed. To ensure it is on time.
2. To ensure it is within cost parameters;
3. To turn 'promises' into 'realities';
4. Ideally checking at pre-arranged review points. monitor and report the results of your activities:
5. To keep the initiative. To create new opportunities;
6. To keep in contact with the decision-maker(s);
7. To re-emphasise the benefits of your work to the client. Expand your contacts in the client firm. To increase
your awareness of your client's total activity.
8. To brief, where ethical, other executives on past and present activities, and on the benefits to them.
9. Keep up to date with the client's industry and business. Which will help you identify other recommendations?
10. To confirm the client's confidence in you as an interested and informed business partner.
11. Read the client's publications:
12. To identify additional client priorities or needs.
13. To keep abreast of the market language.
14. Try to attend internal meetings of key clients:
15. To present your services on subjects under discussion;
16. To keep clients informed on any of the firm's activities which might be of interest.
17. Invite the client, or his staff where appropriate, to your functions to cement the relationship.
18. Try to get involvement in the client's planning processes.
19. Establish a key client monitoring system:
20. To record past and current activities;
21. To plan future activities together.
However, the issue of client care is much broader than just partner client relationships. Client care needs to
permeate the whole firm from top to bottom.
Partners need to lead by example, and set the tone for the staff to follow. They also need to monitor and evaluate the consistence and quality of the care delivered.
In turn, the consistency of client care, and thus client happiness, requires a firm to introduce processes, procedures and systems that are built around a commitment to quality.
The essence of successful client satisfaction therefore comes from successfully aligning the mindset and expectations of both client and professional providers. This needs to be done not just once but also on a regular update basis.
Managing a client relationship up to that level is not easy. It involves a mixture of direct and indirect inputs that need to be repeated for every piece work and for every client.
Here are some suggestions for partners to follow:
1. Send 'thank you' letter on client acceptance of assignments. Ensure that all work is proceeding in the way that
both parties agreed. To ensure it is on time.
2. To ensure it is within cost parameters;
3. To turn 'promises' into 'realities';
4. Ideally checking at pre-arranged review points. monitor and report the results of your activities:
5. To keep the initiative. To create new opportunities;
6. To keep in contact with the decision-maker(s);
7. To re-emphasise the benefits of your work to the client. Expand your contacts in the client firm. To increase
your awareness of your client's total activity.
8. To brief, where ethical, other executives on past and present activities, and on the benefits to them.
9. Keep up to date with the client's industry and business. Which will help you identify other recommendations?
10. To confirm the client's confidence in you as an interested and informed business partner.
11. Read the client's publications:
12. To identify additional client priorities or needs.
13. To keep abreast of the market language.
14. Try to attend internal meetings of key clients:
15. To present your services on subjects under discussion;
16. To keep clients informed on any of the firm's activities which might be of interest.
17. Invite the client, or his staff where appropriate, to your functions to cement the relationship.
18. Try to get involvement in the client's planning processes.
19. Establish a key client monitoring system:
20. To record past and current activities;
21. To plan future activities together.
However, the issue of client care is much broader than just partner client relationships. Client care needs to
permeate the whole firm from top to bottom.
Partners need to lead by example, and set the tone for the staff to follow. They also need to monitor and evaluate the consistence and quality of the care delivered.
In turn, the consistency of client care, and thus client happiness, requires a firm to introduce processes, procedures and systems that are built around a commitment to quality.