Recently in Client Relationship Category

In his book “Legendary Service - The Key Is to Care” author Patrick Blanchard boldly states, “Ideal Service is meeting the customer's needs on a day-to-day basis by acting on the belief that service is important.”

He then provides a compelling example on the use of service statements to provide a clear definition of an organization's service vision and values. Used properly, service statements can help each team member to “have a clear vision of the kind of service they personally would like to deliver to their customer.” Blanchard also describes how managers can engage team members to contribute ideas for providing better customer service through the use of a customer service model based on the acronym ICARE.

Two Rivers Conferencing has several clients that utilize Blanchard's guidance in their strategies for enhancing the quality of customer service. They routinely conduct weekly Service Satisfaction Meetings with employees and managers identified as part of a “Customer Service Team.” This meeting is chaired by the client's Vice President of Sales & Service, with the company's President & CEO and selected members of his sales, product development and business operations team in attendance. Using this approach allows a company the opportunity to fully evaluate its service activities and product R&D in light of its service vision and values.

To be attentive is defined as thinking about or watching something carefully: paying careful attention to something. When we speak of being attentive we imagine a situation that is detailed and precise. This situation comes from possible planning and preparing in order to ensure the best possible outcome or scenario.

In Kenneth Blanchard's book “Legendary Service” we learn that attentiveness comes into play once an organization has clearly identified its service vision. According to the book “the next step is to get clear on who its customers are and what they want”.

By learning who your customers are and what they want you can better serve them. You must realize that your customers will vary and have specific preferences and needs according to their own business model. In our industry of conferencing we must clearly define who are customer is and how they plan to use our service in order to service them to the best of our ability. I would say this holds true in any industry. We must first define their specific needs, and then put the best possible solution in place to allow them to get the most from our solution.

In his book “Legendary Service - The Key Is to Care” author Patrick Blanchard boldly states, “Simply put, companies can achieve Legendary Service by showing their customers they care about them.”

He then provides a compelling example on the use of regularly scheduled meetings where employees and managers can dig into the critical issues that can allow an organization to “consistently deliver ideal service that keeps customers coming back and results in a competitive advantage for your organization.” Blanchard also describes how managers can engage team members to contribute ideas for providing better customer service through the use of a customer service model based on the acronym ICARE.

Two Rivers Conferencing utilizes Blanchard's guidance in its strategies for enhancing the quality of our customer service. We routinely conduct Weekly Sales / Service Meetings with our Director of Customer Service Kristina Owen. This meeting is chaired by our Managing Partner, with our President & CEO and selected members of his finance, accounting and business operations team in attendance. Using this approach allows us the opportunity to fully evaluate Kristina's service activities in light of current business developments and other ongoing initiatives.

The cornerstone of any business is a loyal customer. That is why in September, our main focus has been on building strong customer relations using customer information supported by excellent service. The two simply go hand in hand. Starting in October, we will start a series, “Using Conference Calling to Define Service” building on that foundation. Conferencing can be a cost effective and simple way to facilitate this customer research and information gathering in order to provide the best in service.

Last week, we discussed the importance of excellent customer service in building loyal, repeat customers who makes referrals. Earlier in the month, we outlined ways to know your customer as well as steps to gather market intelligence. All the suggestions offered will help to serve your customer base. Ultimately, this customer knowledge can help your business reap tremendous benefits. We strongly emphasize that gathering this customer knowledge has to be a priority. It just doesn't happen! Outlined below are suggestions that will make this research a reality.

“Spontaneous service brings joy to both receiver and giver. Good customer service has to come from people who like people and enjoy being nice to them. It starts at the top.” (Neiman-Marcus)

We have all heard the phrase “The customer is always right”. The truth behind this famous slogan is recognizing that customers are the lifeline for any business. A successful company understands that excellent customer service is essential for a healthy business, creating new customers, keeping loyal customers, and developing referrals for future customers.

Why is excellent customer service important? Simply put, future business depends on it. The best in customer service can result in three positive outcomes:

Building a strong customer relationship is necessary for excellence in customer service. In order to build this foundation, it is essential to understand your customer's specific needs and business goals. This understanding will make the most of your customer relationships and allow you to provide them with the best service. It is equally important to know them on a friendly level, which will build trust and loyalty. This customer knowledge will guarantee a long lasting client relationship that will transition and grow as both of your businesses evolve.

Understanding how your customers are managing their business along with a knowledge of their future plans and goals will play an important role in building a strong relationship. Getting to know your client and their needs means that you need to be a step ahead of the game and know what will benefit them in the long run. This knowledge about your customer's business will help you put the right solutions in place for them, not only for the present but for the future. Knowing the direction a customer plans to take their business can make you an integral part of growing their business. This will also help to grow your business in order to maximize business potential!