1. Excellent client service
What it means in our business

2. Today What is excellent client service
How do we offer it in our business
Simple tips to improve client service

3. What is excellent client service
In our business, excellent client service means:
Responding to clients in a timely fashion
Listening to our clients
Being pleasant – not patronising
Offering advice that makes sense
Having a “can do” attitude
Being on time – every time
Being reliable and skilled
Following up promptly
Excellent client service keeps our clients coming back for more

4. How we offer it in our business
Excellent client service sets us apart
It is an essential part of our success
Our service ethic is non negotiable
It is part of everything we do

5. Responding in a timely fashion
In our business, that means:
Getting back to the client within 24 hours
Having someone else contact the client if you can’t
If you can’t give a complete answer – tell the client when you can
Keeping the client informed

6. Listening to our clients
In our business, that means:
Asking O.P.E.N questions
Listening more than talking
Actively listening:
Maintaining eye contact
Acknowledging what the client says
Clarifying important or complex points
Taking notes – don’t try to remember everything

7. Being pleasant – not patronising
In our business, that means:
Being courteous
Remembering our manners
Smiling – especially on the phone
Treating the client with respect
Remembering the client is not an accountant
Encouraging questions

8. Offering advice that makes sense
In our business, that means:
Taking into account the client’s:
Personal/business situation
Their financial position
Historical issues
Current issues
Their ability to take action
Giving our advice in “plain English” understanding the client is not an accountant

9. Having a “can do” attitude
In our business, that means:
Resolving problems quickly
Following problems through to conclusion
Following up promptly
Taking the initiative when a potential problem is identified
Looking for solutions – not excuses
Being prepared to go the extra step

10. Being on time – every time
In our business, that means:
Recognising the client’s time is also valuable
Arriving at appointments on time
Finishing appointments on time
Ringing beforehand if you are going to be late
Giving a new estimated time of arrival
Apologising if you are late
Keeping our promises with delivery of jobs

11. Being reliable and skilled
In our business, that means:
Keeping to your promises
Doing what you say you will do
Being proactive rather than reactive
Keeping up with technical developments
Attending training
Having everyone deal with the client in the same way

12. Following up promptly In our business, that means:
Managing our clients’ expectations
Scheduling a time to contact the client
Contacting them when you say you will
Sending information when you promise
Asking for feedback
Looking for ways to improve service
Checking for other ways to help the client

13. Summary Excellent client service in our business:
Recognises the client is the person who defines “Excellent Service”
Is about actions, not just words
Is simple, recognising the client is not a technical expert
Relies on everyone