Where’s the Service? | Part Two

A simple guide to client obsession…and a better bottom line!

An incredible lack of customer service has taken over our culture like a bad epidemic. What has happened to the motto “the customer comes first” or “the customer is always right”? It seems good employees are a dying breed and good customer service is a mere luxury.

An incredible lack of customer service has taken over our culture like a bad epidemic. What has happened to the motto “the customer comes first” or “the customer is always right”? It seems good employees are a dying breed and good customer service is a mere luxury.

A few weeks ago, we shared part one of our guide to client obsession. Today we are back to share a few more points on how to give your clients the best possible service in the industry.

Here are PEC’s next five tips to achieve a “client obsessive” business regimen:

1. Always demonstrate honesty and integrity – Don’t say your company does one thing and deliver another. Establish an honest relationship with your clients right from the start. They will appreciate your company’s honesty even if it is not exactly what they hope to hear.

2. Be accessible – Whether in person or by phone, be accessible to your client during his or her event. There is nothing more frustrating for a client than not being able to reach the planner in a time of need.

3. Listen and communicate effectively – In order to plan an event that exceeds your client’s expectations, you need to listen to them first to determine their bottom line goals and objectives.

4. Stand behind your commitment to service excellence – Offer a money back guarantee or some other type of incentive to let your client know that you stand behind your word of excellent customer service.

5. Be flexible – Let’s face it; we’re in the service industry, and everyone knows their clients needs and requirements will be unique. Learn to accept these differences as a challenge for your business to shine.

This article was written by Cheryl A. McShane, President of Professional Events and Consulting.

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