Client Service and Feedback
CUSTOMER SERVICE PROGRAMS
You’ve had the experience of shopping at a store where the clerk’s attitude was enough to send you away. And you’ve also shopped at stores where you were made to feel as if you were the most important person on earth.
So what’s it like to shop at your design store? What do your customers say after they’ve bought your services?
Your project managers and project delivery teams are the store clerks of your company.
blüStone Marketing’s Customer Service programs turn every person in your company into a full-time client service representative, responsible for ensuring that customers aren’t just happy, they’re downright delighted.
When we work with you to develop a customer service program that is uniquely designed to delight your customers, then train and coach your project teams, your client satisfaction ratings will soar, along with your repeat and referral work rates and your opportunities for sole-source contracting.
You shop at stores that give great service. So will your clients.
OBTAINING CLIENT FEEDBACK
Many firms use the phrase, “We’ll exceed your expectations” but few actually know what those expectations are.
The idea of seeking out regular, reliable and candid feedback from clients is simultaneously exciting and terrifying. It feels great to get the “attaboys” and the glowing testimonials when things go well, but what kind of feedback do you want or get when you mess up? How often do you actively seek your clients’ opinions about what you do well and what you do poorly? More importantly, what do you do with those opinions when they’re given?
blüStone Marketing can help you establish and monitor a reliable and honest client feedback program and help you determine what to do once you know their opinions.