Peter Bowman was working for a dealer group and wanted to chat to his Financial Advisors about how to market themselves better, but never felt there was enough time. As a result he wrote the book “Service 7”.
In this episode we cover the point in his fifth chapter – customer service.
In order to provide excellent customer service you need to look after every client like you would want your mother to be looked after. You can even say this to your staff so they understand just how important customer service is to your business.
When was the last time you spoke to your staff about customer service? You might know it is important yet not know how to go about having this discussion.
There are 2 areas to cover with your team when setting your client care benchmarks:
- Service Standards
For example how promptly do you want calls and emails returned?
- Conceptual Level
How are your company values being communicated? Learn more about communicating your value and reputation here.
Overall, focus on the attention to detail. Even the physical appearance of your offices should assist your clients in the outcome they want to achieve when working with you.
Want more? Go here to listen to episode 4 in this series “4 Ideas to Help Your Business Development”.
Peter Bowman is the recent author of Service 7, a new book designed to offer simple steps to help professional service providers improve their business. He has worked within his own consultancy, tutored, and lectured at the University of Newcastle, Australia. He has created and implemented frameworks to deliver to his own clients valuable client and business outcomes. He has also worked in professional environments for over a decade for both institutionally owned and independently owned financial services businesses.