8 Simple Rules for Great Client Service

Relationships are key

If you’re a good salesperson, you can sell anything to anyone once. But it is your approach to client service that determines whether or not you’ll ever be able to sell anything else to that person. The essence of great client service is forming a relationships with clients—relationships that promote a sense of trust. I consider the client service I provide to be an extension of a relationship birthed at the sales or consulting level.

How do you go about forming such relationships? Make note of the one true secret of great client service and act accordingly: “You are judged by what you do, not just by what you say.”

Providing great client service IS a simple thing. If you truly want to offer great client service, all you have to do is ensure that your business consistently does these things:

Answer the phone

Use call forwarding or an answering service; hire staff if needed, but make sure that someone is available to answer the phone. (Notice I say “someone.” Callers want to talk to a living person—not a “fake, recorded robot—especially when it come to their accounting needs.)

Don’t make promises unless you WILL keep them

Not plan to keep them; but will keep them. Reliability is a key to any good relationship, and great client service is no exception. If you say, “Your tax returns will be delivered on Tuesday,” make sure it is delivered on Tuesday. Otherwise, don’t say it. The same rule applies to client appointments, deadlines, etc. Think before you give any promise, because nothing annoys clients more than a broken one.

Listen to your clients

Is there anything more exasperating than telling someone about your problem, only to discover that he or she hasn’t been paying attention and needs it explained again? From a client’s point of view, I doubt it. Can the sales pitches and product babble; let your client talk and show him or her that you are listening by responding appropriately (like offering solutions to the client’s problems.)

Deal with complaints

No one likes hearing complaints, and many of us have developed a reflex shrug, saying, “You can’t please all the people all the time.” Maybe not, but if you give a complaint your attention, you may be able to please one person for one time—and position your business to reap the benefits of a happy client telling other prospective clients about the great service you offer.

Be helpful—even if there’s no immediate profit in view

The other day I dropped by a local jeweler, because I had lost a small piece that clips the pieces of my watch band together. When I explained the problem, the proprietor said that he thought he might have one lying around. He found it, attached it to my watch band—and charged me nothing! Where do you think I’ll go when I need a new watch band or even a new watch? And to how many people do you think I’ve told this story?

Train your staff to be ALWAYS helpful, courteous, and knowledgeable

Professionalism is essential at all levels of your firm. Train your staff or hire someone to do so. Discuss great client service—what it is (and isn’t)—with all employees on a regular basis. Most importantly, give every staff member enough information and power to make those small, customer-pleasing decisions. This will save your employees from having to say, “I don’t know, but so-and-so can get back to you later.” Numerous training resources are available.

Go the extra step

For instance, if someone walks into your office and requests a specific reporting form, don’t just say, “It’s online—just go to …” Write down the URL on a business card or, better yet, go online and print it out for the client. Wait to see if he or she has questions (or any other needs). If you want to provide great client service, take whatever extra steps are necessary. They may not say so to you, but people notice extra effort and will tell others.

Throw in something extra

Whether it’s a copy of a form, an extra tax organizer or additional information on a specific need, people love to get more than they thought they were going to get. And don’t think a gesture must be large in order to be effective. A local art framer we use attaches a package of picture hangers to everything he frames. It’s a small thing, but so appreciated.

If you apply these simple rules consistently, your business will invariably become known for its great client service. And the best part—the irony of great client service is that over time it will bring in more new clients than promotions or price slashing ever could!

Here is a comment we received recently from a client. We take pride in offering great client service!

Everything is so relevant - there is just no waste of time. It was the best use of my time in a very long time. LC