customer service

It is our livelihood in many respects, yet one of the vaguest phrases we use is “personal service”. What is a personal service is not necessarily the same as a personalised service, and what is…

Some customers you just don't want, because not all customers are good customers for you. Even some of those who look like they are commercially viable customers you just don't want

The classic urgent AND important dilemma: your best client is on the phone talking to you. An incoming call from your top Centre-of-Influence comes in while talking to your best client. Do you “end and…

Everyone has heard of the Pareto Principle by now, but are you actually using it to improve profit…or improve service….or should we saying it actually “improves service which improves profit”? It is the latter. Undoubtedly.…

Often advisers forget how valuable the service bit is in their “professional service” business. Everyone has heard some story about how a business did well from going the extra mile for a customer…but rarely do…

“How often should I send emails?” is the perpetual question asked by advisers who are beginning to build an engagement marketing system or lifting their client communications and services standards. There is not a magic…

Client complaints are a fact of life. It is virtually impossible to run a service business where everyone is happy 100% of the time, as human beings are involved and they are unpredictable creatures with…

The standout burning issue for most professional services firms remains attracting and developing new business, and advisers have a lot of distractions. The thing that is often compromised is existing client service as advisers deal…