Upper Hand’s Post

Do not compete at who is best at a certain skill. Compete at who can give the best client/customer experience. There are so many people who are good at writing copy, there are so many people who are good at writing good content. There are so many people who are good at that skill you have. The way to stand out is by tripling down on the type of experience you want your clients to have working with you. Instead of competing solely on technical skill, focus on delivering an exceptional client experience. Here are some questions to help you triple down on client experience: ✅ How will you make the process easy and seamless for your clients? ✅ How will you communicate with them throughout the project? ✅ How will you meet deadlines, and what's your plan for handling delays? ✅ How will you provide value beyond just the technical skill (e.g., guidance, support, education)? ✅ How will you ensure your clients feel heard, understood, and valued? ✅ What are the key pain points or stressors your clients face, and how will you alleviate them? ✅ How will you provide personalized attention and tailored solutions for each client? ✅ How will you measure client satisfaction, and what metrics will you use to evaluate success? ✅ How will you build trust and establish a long-term relationship with your clients? ✅ What are the little things you can do to surprise and delight your clients? Focus on these. Rub them all over your offer. Differentiate yourself. And you can be sure to create a loyal client base that will advocate for your services.

How do your clients rate your business? What do they think of their advisor, the advice process, the tech, the documents, the comms, the backup staff and everything else that forms touch points and contributes to the experience? Client Satisfaction Surveys, as they are commonly known, offer valuable feedback to the business, on the back of which the business can attend to any shortcomings and improve the way in which it engages its clients. Every piece of feedback, good, bad or indifferent, is an opportunity to improve, and such improvements often result in client loyalty and referrals. The surveys can be done in any number of ways... personally or automated; individually or en mass, specifically or generally. And the most important thing to consider is how you respond to the feedback. Most companies, on receiving questions, criticism or complaints, either ignore the feedback or respond generically. Responses to feedback of a concerning nature should be responded to immediately, escalated, dealt with and communicated back to the client. If such feedback resulted in insights and/or improvements in process, the client should be updated and thanked. Are you invested in running a Client Satisfaction Survey? We can help.

One-on-One or Going Big? It's a choice you make When it comes to the ideal client approach There's no right or wrong answer It all depends on your personality, skillset, and business goals In One-on-On: 🤩 Pros: ✓ Deep Client Relationships ✓ High-Touch Service ✓ Greater Control 🤬 Cons: X Limited Income Potential X Less Variety X Vulnerable to Client Fluctuations Multiple Clients 🤩 Pros: ✓ Diversified Income ✓ Variety in Projects ✓ Scalability 🤬 Cons: X Less Client Focus X Limited Personalization X Client Management Ultimately, the choice is yours No matter your choice, remember Client satisfaction is key Delivering expected service is paramount. What's your ideal client approach? One-on-one or Bulk Client Approach?

If your firm hasn’t defined the “relationship partner” role, it isn't being maximized... and neither is your revenue.   Maior’s latest article, “Creating a Client-Centric Firm,” outlines how to bring clarity, authority, and responsibility to these critical roles along with others that directly impact client retention and growth:   Accountability in client relationships starts with role definition - not to police your professionals, but to give them real scope of authority, resources, and programs that help them to advocate for their clients’ needs within the firm.   Tips: (1) Assign Roles and Responsibilities: Detail what’s expected of relationship partners (from client onboarding to issue resolution), provide training to enhance their abilities, and connect them as a group so they can share best practices and bring cross-functional knowledge to the firm.  (2) Create Satisfaction Scorecards: Use these to regularly measure and review client satisfaction, and share relevant aspects with clients to show your commitment to their success and provide another opportunity for feedback. (3) Incorporate Satisfaction Metrics into Performance Reviews: Integrate client satisfaction metrics into performance reviews for all client-facing employees and align incentives accordingly, ensuring that your team has skin in the game when it comes to client happiness and loyalty.   For more details on these tips, or to read about the other strategies you can adopt to create a more client-centric firm, check out the full article on Maior’s website: https://lnkd.in/ecrrtPJd

"Client service is either good or bad, there is no in-between".. This idea highlights how important it is for businesses to provide a positive experience. Clients long for best service and they may quickly form an opinion based on the quality of service they receive. If the service is helpful and friendly, clients are likely to feel satisfied and return. However, if the service is unresponsive, it can leave a lasting negative impression that drives clients away. This perspective encourages businesses to focus on delivering high-quality service consistently. Even small mistakes can turn a good experience into a bad one, so it's crucial for companies to listen to client feedback and make improvements. By striving for excellent service, businesses not only keep their clients happy but also build a strong reputation that attracts new customers and grow businesses.

Satisfied customers are the best engine for growth. Why? Because they’re more likely to refer clients and seek additional opportunities to work with a firm. Ask yourself: Do you use these types of technology to enhance client satisfaction? ⏩ If not, what's holding you back? #AccountingFirm #Technology #CustomerSatisfaction

Thanks for the repost Stephen Knight Pimento Nurturing existing client relationships is crucial for sustained success. By actively listening to our clients and understanding their evolving needs, we not only enhance their satisfaction but also build trust and loyalty. This approach can indeed lead to more profitable and long-term partnerships. Additionally, happy clients often become our best advocates, naturally leading to new business opportunities through referrals. Balancing client retention with strategic new business efforts seems to be a wise path forward.

💡 A reminder to all the business owners offering services: It's not always about the mistake, but rather how you handle it. In any service-based business, mistakes are inevitable. We're human, after all. But here's a crucial insight I've gained over the years: It's rarely the error itself that damages client relationships. More often, it's how we respond to those errors that makes or breaks our reputation. Think about it: When was the last time you were truly upset by an honest mistake? Now, when was the last time you were frustrated by poor communication or a lack of accountability after a problem occurred? The difference is stark, isn't it? Key Takeaways: 1. Transparency is vital. Own up to mistakes quickly and honestly. 2. Communicate clearly about what happened and how you're fixing it. 3. Show genuine concern for how the error affected your client. 4. Go above and beyond in making it right. 5. Use the experience as an opportunity to improve your processes. Remember: Your response to a mistake is a powerful opportunity to demonstrate your values, professionalism, and commitment to client satisfaction. In a world where many businesses try to deflect blame or offer half-hearted solutions, stellar customer care can truly set you apart from the competition. It's not just about solving problems — it's about building relationships that withstand the occasional bump in the road. What's your approach to handling mistakes in your business? How has it impacted your client relationships and brand reputation?

Service delivery is the linchpin of client satisfaction. By aligning your processes with client needs, maintaining precision in execution, fostering transparent communication, customizing services, embracing continuous improvement, leveraging technology, and investing in your team's development, you pave the way for a service delivery model that not only meets but exceeds client expectations. In the crucible of client satisfaction, businesses forge enduring relationships and solidify their standing as industry leaders. Some point's which should be taken care of while delivering of your services: 1. Client-Centric Understanding:   - Engage in thorough discussions to comprehend client needs.   - Proactively identify and address potential requirements. 2. Precision in Execution:   - Standardize processes for consistency and reliability.   - Minimize errors to enhance overall efficiency. 3. Real-Time Communication:   - Maintain open lines of communication.   - Keep clients informed about project progress and potential challenges promptly. 4. Customization as Standard:   - Tailor services to meet unique client needs.   - Showcase flexibility in approach for personalized solutions. 5. Continuous Improvement:   - Regularly assess processes for enhancement.   - Actively seek and implement client feedback for refinement. 6. Harnessing Technology:   - Invest in cutting-edge tools for efficient service delivery.   - Leverage technology to streamline operations and enhance client experience. 7. Training and Development:   - Provide ongoing training for skill development.   - Keep the team updated on industry trends and evolving client expectations. In the crucible of client satisfaction, these focused strategies fortify service delivery, ensuring businesses not only meet but exceed client expectations. For, Zenix Media #BusinessStrategy #clientsatisfaction #DigitalTransformation #FutureOfWork #FutureOfBusiness #ZenixMedia #businessautomation #services #servicedelivery #

Client satisfaction means happy clients! I'm thrilled to share this incredible feedback from one of my client. Top tips working with clients • Communicate • Be clear and honest • Set boundaries • Updated on progress • Add value • Deliver on time Take your brand to the next level with professional design. DM me to discuss your project. #ClientSatisfaction #DesignSuccess #Consulting