Opportunities—Are You Building on Them?
At Boomer Consulting I’ve heard this phrase often, “It’s all about progress, not perfection.” With that said what opportunities can a person in the customer service field take advantage of to build on their company’s successes?
A simple check of your processes and procedures might be in order. Ask yourself, is the system you have in place accomplishing all you have designed it to accomplish or could improvements be made upon the way you provide services to your clients? An example would be are your clients receiving materials in a timely manner – snail mail vs. Express mail or possibly email. Make sure their expectations are met and go beyond. A little secret to sending items by express mail – when scheduling a FedEx delivery, I check the “Delivery Notification” feature so the consultant having the information sent will know when the client has received their package. They can then call the client to answer questions or discuss the material sent.
In a recent review of our processes while implementing a new CRM system, changes have been implemented to improve upon current procedures. It’s a team effort. But as in any team effort, it is strong because of the team effort. Not only providing services to a client is essential but following through after the services have been delivered is imperative. Just as in the firm’s accounting practices and procedures, make sure you have a double check in place to ensure all services and products promised have been sent or provided to the client. Your CRM system should be a help in this area.
Bottom line, each time you make contact with a client, watch for ways to provide value and additional services for that client. Build on the opportunities that have been present to you.