Head of Client Service at FDC & Black Marketing | Helping businesses leverage the power of LinkedIn | C-Suite profile management | Personal Branding
“Dylan, how do you manage legacy clients? The public figures and the ones that have been with you for so long?” The answer -> “Exactly the same as I manage any other client.” This is something I get asked quite frequently, and it stuns me every time. In the service industry, it all comes down to exactly that: service. Every single client should be treated the same, regardless of status, the monthly contract they have with us and what they do. “How do you find the time for that?” The answer -> “You make the time.” If something is a priority, you will make the time for it, and every client is exactly that, a priority. Referrals are the best form of new business one can ask for, and good service is how you get them. Here's why. The foundation is set, an element of trust is already established, and if you keep your level of service up, the snowball effect continues to roll. On the flip side, one bad experience can tarnish not just one relationship but also the potential referrals you lose from that client in the process. Yes, you can’t retain every client; you will get upset clients from time to time, but always manage the relationship as best as you can and keep service quality top of mind, regardless of the nature of the client. “Good service is good business.” #Strategy #Business #FDC
💯 Dylan Jacklin. Service = Marketing. When we think they're not connected that when things go south 👎
Founder & Director at Legalese - Building the law firm of the future | Successfully helped over 5000 companies grow legally and safely | Combining creativity and law | Dad
7moNailed it and that's pretty much how I would describe how you work.