“Not to worry!”
Busy season or not, providing quality customer service consistently with a high level of energy is imperative to your firm. But oh, how can this be done when there is so much to do?
I once worked with a lady that when the going got tough and people were stressing, she would say, “Not to worry!” with a sly little smile. It made everyone wonder what was she up to and it broke the tension for the moment. Bringing a fun atmosphere to the workplace does help you to be the dedicated employee and to perform at your topmost level.
Some people feel if you are working hard, you shouldn’t be having fun. That may be generational thinking from the past. Do whatever it is that brings you joy so you can transfer that feeling to the client.
Celebrating success
Celebrating a success while working with your client will bring a smile in your voice as you are talking to your customer on the phone. That may be a balloon on a coworker’s or on your desk, or sipping a strawberry float the supervisor gave you just because… It’s about being yourself as you serve others. Replace tired, stressed automatic responses with having fun, being you and being there for the client.
Play and productivity
Play and productivity go hand in hand. Anything from a “joke of the day” to having a “dress Hawaiian day” can bring a fun atmosphere to the workplace without compromising professionalism. But play doesn’t have to be a specific activity; sometimes it’s a state of mind. And a state of mind is influenced by the environment you create. Playing with ideas releases unexplored creativity. Brainstorming opens up limitless possibilities for new ideas. This may even surprise you! Barriers go down, confidence is built. Being fully present for each client and the associates in your firm will bring a feeling of being more connected.
Employee performance and client satisfaction go hand in hand
Employee performance and client satisfaction go hand in hand. Seek feedback from your clients as to what comprises great customer service and streamline your service to the specifics of those responses. Right after tax season is a great time to survey your clients as to what they liked or did not like about your service. Then put those suggestions into place. When you focus on clients first, it puts you on a different journey. You stop focusing on what you want and you start focusing on what the people you serve want. There is nothing quite as powerful as turning your attention away from yourself and asking how you might connect with another person, client or colleague to “make their day” or “at least make their moment.”
Instead of pointing the way to an accountant’s office, escort them to the account’s office door.
People don’t come to your firm just for service; they come because of your reputation, integrity, honesty and innovation. You’re not just doing people’s taxes; you’re taking care of people. What you do does make a difference.
Be dedicated to serving your clients, making it fun, having a good attitude, and being there when you’re needed.