How to create a hands-off customer service process that adds extra value to your client relationships
The big boys are here…
KPMG, PWC and now Deloitte.
All 3 of these big-players have now entered the SME market and they aren’t messing around.
You can try to compete on price in the short-term, but in the long-term this ‘race to the bottom’ will only damage your practice’s profitability and growth.
So what can you do to safeguard against this emerging threat?
There is in fact one way you can successfully compete with these giants in the long-term…
And that’s by adding extra value to, and strengthening your existing client relationships.
A customer service system ADDS value
If you don’t have a customer service system in place:
– You’re scared of losing clients to these big-players
– You’re just too busy to remember what needs to happen and when
– And ultimately you’re not adding the extra value to your clients that you need to in order to safeguard them.
So what happens if you do have a customer service system in place?
– Your clients are safe and looked after
– The system operates without you – so you don’t have to remember when to do it
– Which ultimately means you’re adding tons of extra value to your clients, without even thinking about it.
Ask yourself – “what could a systemised customer service process do for my practice?”
3 key steps to creating a hands-off customer service process
So in order to build a customer service process that’s…
– And safeguards your clients
…there’s 3 key steps that you need to do.
Step 1 – Grade clients
I’m not going to go into any major detail on this step.
You can read my entire step-by-step client grading system here.
The key points are:
– Clearly define your grades
– Have an A+, A, B & C grade
– Only have a maximum of 20 clients in A+
Step 2 – Service Components
Once you have your grades clearly defined, you need to decide exactly what the components for your different customer service packages are.
So for example your A+ clients will have one set of components.
Your A clients, B clients and C clients will have a different set of components etc.
And these components are something that you and your team can sit down and brainstorm.
Here are some examples:
– Courtesy calls
– Lunch meetings
– Tickets to sporting events
– Birthday cards
– Gift sets
Step 3 – Technology/People
This step is about finding the right combination of technology and people that can make this a truly hands-off system.
If the system relies on you or your team having to remember when to do things, it isn’t going to work.
So how can you do this?
It’s about choosing the right people and the right technology to suit you and your practice.
I have some BlackBelt clients who use IRIS to set up reminders for when to take their A+ clients out for lunch.
I have other BlackBelt clients who use CRM systems e.g. Infusionsoft, to automate 12 months’ worth of emails, meetings and reminders for each of their client grades.
The key here is to sit down with your team, and figure of what people + technology will work for you.
Increased client retention & word-of-mouth referrals
Once you have these 3 steps above in place, there is nothing stopping you from having a hands-off customer service system that:
1. Adds loads of extra value to your clients
2. Safeguards them from competitors
3. Dramatically increases your client retention
4. Increase your word-of-mouth referrals
Do you currently have a systemised customer service process in place?
If not, then ask yourself – “why?”
The threat from these big players is only growing and I promise you 100% that a system like this will only strengthen your client relationships, and bounce away any advances made by competitors.