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Accountants / Lawyers Do Yourself a Favor - What do Your Customers Want?
In my day to day practice in strategic human resource management I often come across customers looking for a 'good' accountant or 'good lawyer'. As an accountant myself the common thread for a 'good acountant or lawyer' seems to be 'I want someone who can explain things in plain english without the jargon'. This simplicity of service and communications can grow your business and ensure that you never need to look for more work! And the sad fact is that there are many practioners that just don't deliver.
So what makes a 'good accountant / lawyer'? People from all walks of life are looking for someone they can trust with their hard earnt money and that gives advice that can be understood. They aren't interested in Part IVA, debt defeasance, estopel and other industry terms or jargon and they are willing to pay for the service.
From Professionals to Blue Collar Workers it is a common question that I am asked 'Where can I go for common sense advice, where can I go and who can I trust?
Sadly, even amongst the largest service firms to the private practitioner there appears to be a dearth of pratical practitioners.
More information at http://www.biz-momentum.com
Where are they you ask? Where indeed!
The sad fact is that many hide behind their memberships and qualifications. Before you think this is all esoteric may I remind you that I am a qualified accountant and a beleiver in the profession having worked in banking, finance and commerce for 20 years before strategic human resource advising.
Here are some points to ponder and ask yourself if you are in the accounting or professional field ?
1. What do my customers really want? - In my experience, most customers want reassurance, want to be listened to and feel that you are there to help them and they will pay for this service.
2. Do you care? - you show you care by how you resond to their questions and to how you remember even the small things that are important to them.
3. Do you give them time? - we are all working at a hectic pace today, however customers want your time and will pay for it.
4. Do you follow up with them? - I recently engaged a firm of lawyers for a customer of mine. They rang me after seeing the lawyer and said how impressed they were. Why? - they hadn't seen the principal (this firm had 30 partners), however the principal had rung the next day to see whether they were being looked after. The firm now has a client for life.
5. Be practical - send a card, ring occasionally and you factor this in to your pricing.
In a world of rapid change the one thing that people appreciate is the personal touch. Your business, accounting, law or other services business can be exciting, inspiring and profitable.
Its' really not that hard - it just takes some effort, kindness and a customer focussed outlook.
You can build your practice and enjoy the journey and the fruits of your labor. The choice is mine, the choice is yours.
Philip Lye is Director of Biz Momentum Pty Ltd providing professional services in strategic human resource management, training your people to work with you and grow your business, and 'coaching you' to be a better executive.
More information at http://www.biz-momentum.com
Philip holds qualifications in Accounting, Leadership, Human Resource Management & Industrial Relations and is a qualified accountant.
Philip started his working career as the 'postage clerk' in banking and finance rising through various business opportunities to CEO and CFO of two companies before leaving to start his own business in 2002.
Customer Service - Google News
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The 3 Rs of Customer Service
What I am about to tell you may seem very obvious - you may even say DUH!!! but the fact is, - many company's forget the 3 R's of good customer service- Respect your Customer, Take Responsibility for Your Actions and Products and give your Customers a Full REFUND when it just isn't right. I promise you that if you follow these 3 simple rules you will never have to run after the same customer again!Respect the customer! Just about as plain as the nose on your face Right? Wrong!How many times have you been greeted in a less than courteous manner or worse yet- not at all!! Never lose the opportunity to make a great first impression- very rarely do you have a second chance to undo the damage done by that first encounter.
The 7 Principles of Business Integrity
If you have integrity, nothing else matters. If you don't have integrity, nothing else matters.
7 Bits Of Critical Information You Cant Afford NOT To Know About Your Customers
If you think customer relationship management is just a piece of software, you're dead wrong. Customer relationship management is about understanding your customers.
Poor Customer Service - Are Your Customers Driving Away Other Customers
Every customer you have is a word-of-mouthadvertiser for you. Unfortunately 90% of this freeadvertising is negative.
Customer Service: Stop Sabotaging Your Customer Relationships
If you've called for customer service recently you're familiar with this recorded message "This call may be recorded or monitored for quality purposes." I immediately think to myself, "Oh great, here comes the game of 20 questions.
Becoming A Solution To Your Customers Problems
Those of us in home based and small businesses are in effect selling our product. So becoming an effective salesperson is very important.
The Dissatisfied Customer
We, as small business people, naturally dislike complaints from our clients and customers. Because we're intimately involved with our home businesses, small businesses, or freelance careers, any complaint takes on a personal commentator.
Customers - What They Really Want - 6 Secrets of Customer Service
What customers really want can be divided into two areas.Firstly - they want the core service of your business tomeet their needs.
It Is All About Customer Service!
In this day of terrible customer service, it should come as no surprise that serving your customers, also known as visitors to your web site, must be a top priority. Forget about return on your investment, how your site looks, keywords, meta tags, and the like.
Putting The Service Back In Customer Service
The future of customer service is here. Technology has made seeking out support faster and easier than ever.
Customer Service Tips for Mail Order Businesses
Can we be too good to our customers? No way! Our customers are the backbone of our business! They're right no matter what! But I'm sorry to disagree with you. As small, honest and legitimate businesses - we have a tendency to place our product quality above money.
What Do Your Clients REALLY Think of You?
*********************************************Know Thyself - Socrates*********************************************I'd like to start this article with a test ?What do you get when you cross a Northern Canadian male, a 4x4 truck and heavy rain?You guessed it! ? Mud Bogging!!!!That is how I spent my morning. My husband's new truck was too shinny, so he felt he had to get it dirty again just so he could wash it for the fourth time this week.
Passing the After-Sales Test
Some time ago a major UK food retailer decided to branch out into non-foods. Well, they all do it now, but in those days it was unheard of.
Dealing with People - Words to Avoid
You probably realise how the wrong tone of voice andnegative body language can cause problems when dealing withother people, particularly customers and staff. However,using the wrong words can also cause problems.
Developing A Customer Complaint System
BackgroundThe company was experiencing an increase in the number of customer complaints and an increase in the cost of processing them and we were hired to analyze the current situation and develop recommendations to increase the effectiveness of the process of administering and resolving the complaints.Identify Customer Requirements A consultant was assigned to the design of customer service systems and complaint processes, and who had done extensive work in QFD (Quality Function Deployment), which is a methodology that analyzes the needs of the customer and integrates them with the company processes to ensure the needs are met.
One Critical Question to Ask Yourself Every Day
What happened to the old saying, the customer is always right? I'll bet every one of you reading this article has a "customer service nightmare" story to tell. My most recent nightmare experience took place recently when my business partner and I went in to a wireless phone store to purchase two new pda wireless phones.
Creating the Right 'Viral Reputation'
Unless you are brand new to business, or have been under a rock for quite some time - one key marketing technique (which isn't new) - is called 'Viral'.Based on the word 'virus' - viral marketing or viral business simply means it 'spreads' like a virus.
Handling Angry Clients
What do you do when your client gets mad at you? How do you handle this? An angry client can be one of the biggest time and energy drains on a sales person. What you should specifically do will obviously depend on what the client is angry about.
Become a Customer Enthusiasm-Guru!
One thing all successful small business owners have in common is the knowledge that their business is based on enthusiastic customers. Despite their multi-tasking titles of bookkeeper, service provider and sales-manager, their most important title is Customer-Enthusiasm Guru.
Your Number One Asset
Customers put you in business, keep you in business, and they can put you out of business. Therefore, your overriding feelings at all times should be: customer love, customer satisfaction, and customer convenience.
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