Our firm's Monday morning training session was on the topic of Customer Service. We were reminded that as providers of professional services, we are really in the customer service business. In the case of my firm's industry, that does not mean giving the client a number he/she wants (we provide independent business valuation services to clients throughout the world). That simply means being responsive to their questions and keeping the lines of communication open, especially when something goes awry as things sometimes do.
Take some time to consider what customer service really means to you and your practice. This could be some of the most important time you spend.
And for giggles and examples of how NOT to do it, see the following two links:
- Seth Godin's post entitled "Clueless"
- "Yours is a Very Bad Hotel"
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