You may not always delight your clients, but make sure you never disappoint them. Be certain not to let clients down.
Check your performance against this list:
- Start by understanding what each client expects. Deliver accordingly, consistently.
- Make sure you have the authority necessary to respond to client demands.
- When you’re at the front line, you need to be empowered to make rapid decisions rather than get tangled up in bureaucratic procedures.
- Rigorously eradicate unproductive, wasteful, duplicative and excessive steps from your work.
- Unrelentingly strive to do more in less time for your client.
- In each successive project for a client, make it your quest to produce superior results, improve value, or lower cost - or all three.
- Determinedly upskill in areas of relevance to your client.
- Wherever possible, fit with the client, rather than requiring them to fit with you. That’s flexibility and service.
- Your role is to make things easier, less complicated, more straightforward and less risky for your client - not to increase complexity and add to their problems.
- Be empowered and find ways to make things happen and clear obstacles rather than disempowered.
- Simplify. Make yourself ultimately easy to work with.
For professional firm managers, the challenge is to create the environment where structure and bureaucracy doesn’t get in the way of front-line professionals doing their finest work for clients.
This way, sometimes you’ll delight clients, but you’ll be certain not to disappoint.
For help with strategies to delight clients and professional development to avoid disappointment, please get in touch.
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