By
·
1 minute read
Networking Breakfast Insight:
One of my favourite regular network haunts involves joining a group of local business leaders for breakfast at the Ashford Business Club. As we settled into conversation last Friday, one attendee shared a rather telling experience about his accountant who had just cancelled a meeting last minute.
Turns out, this wasn't the first time the service had fallen short. From personal attention to consistency, the client had seen a noticeable decline. This sparked an important thought: What are your clients saying about you when you're not in the room?
Client Service Excellence:
Imagine this scenario. An accounting firm starts off providing personal, attentive service. But as they grow, they lose that personal touch, and the service becomes riddled with mistakes. How would you handle this feedback if it was your business?
This underscores a vital aspect of client service - it's not just about getting the job done but doing it right the first time and maintaining a personal connection.
The Importance of Feedback:
“I should tell them, shouldn’t I? I’d want to know if it was my business.” This is key! Client feedback is gold. If you’re not receiving it, you’re missing out on opportunities for improvement. My hunch is, the owner wishes they could spend time with their more long-standing clients. But the work of growing the business, overseeing his staff, and fighting any fires that break out, means that if a client isn’t complaining, they know they can't give the attention.
When clients feel that their feedback leads to real changes, their loyalty and trust in your business grow. It’s about showing you care enough to listen and act.
Action Steps:
- Encourage Feedback: Make it easy for clients to share their thoughts, whether good or bad. Check in and reconnect, semi-annually.
- Act on Feedback: Show clients that their feedback matters by making visible changes and improvements.
- Maintain Personal Touch: Even as your business grows, keep the personal connection strong. Clients appreciate feeling valued and understood.
Conclusion:
So, what do your clients say about your service when you're not in the room? Are you taking their feedback seriously? Sometimes clients don’t know exactly what they want, and your assumptions can misfire. But understanding their core needs and exceeding their expectations can make all the difference.
Call to Action:
You don't have to be a big consulting business to benefit from client insight. Let's talk and transform your approach together. Book a meeting with me to explore.