Earlier this morning, I was reading a discussion on LinkedIn about what makes for good client service for lawyers and accountants.
This question always comes up when we conduct customer surveys – something that we always do when helping our customers develop their Core Message. Everyone, including your competitors, claims to have “good customer service”, but what does that really mean?
When answering this question, it’s important not to guess, or rationalize, or think that what you want in customer service is what your customers want. Excellent customer service can only be defined through the eyes of your customer – so ask them.
Can being told “No” be a measure of excellent customer service? I have a customer who found it was. This company’s customers are insurance brokers. Their job is to shop around on behalf of their customers. Being told “no” quickly allows them to move on, narrow down their options, and have a better turnaround time for their customers.
For me, learning to ask “What do your customer’s customers need?” was a great lesson learned from this engagement.
What do your customer’s customers need?
Want to know what your customers think of you? – Ask me about our Voice of the Customer surveys
