If there's a gap between your perception about what clients want and their expectations, try:
- talking to client
- talking to client contact personnel
- client surveys
- reducing hierarchy and bureaucracy.
If there's a gap between what you know clients want and your ability to meet their expectations, try:
- getting firm management commitment - resources, internal marketing
- use of technology, procedures
- shifting demand
- is meeting client expectations financially feasible?
If there's a gap between the service you expect your staff to give and their performance, look at:
- is it an attitudinal or motivational problem, or is it a capability or training problem ?
- recruit for attitude and motivation
- train for skills
- resource appropriately.
If the gap is between what you promise, and what you deliver, address it by:
- promising only what can be delivered
- documenting reasonable promises in positive terms
- changing delivery to meet the promises.
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