Wednesday, March 2nd, 2022

Client Service

“A brand for a company is like a reputation for a person. You earn reputation by trying to do hard things well.” Jeff Bezos

Don’t let your focus on finding workers cloud your focus on client service. I worry about this and so should you.

You have probably experienced it. You go to a favorite restaurant that used to be widely known for its great food and customer service. Now, the service is mundane at best. You assume it is because they can’t find a great chef or competent servers. Perhaps you’ll try a different restaurant next time.

You might visit a retail store and have to wander around to find someone to answer a question. You are patient, but not happy because you assume they can’t find people to hire. Perhaps you’ll try some other store.

Almost every restaurant, store, and other business has “We are hiring” signs posted.

In your mind, you continue to make excuses for their lack of expertise because we all know that there is a major shortage of workers nationwide.

How do your best clients view your firm right now? Don’t complain to clients that you are SO busy. Don’t let them know that you are desperately seeking more employees. Don’t let your client service culture backslide. Maybe your best clients will consider going elsewhere.

Many firms have outplaced clients that don’t fit their menu and culture so that they can better serve their “A” clients. Working your employees longer hours is not the answer. Progressive firms are researching and establishing what they want their client experience to be.

  • "Happy customers are your biggest advocates and can become your most successful sales team."
  • Lisa Masiello

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