1. Enhancing Client Satisfaction Dennis I. Blender, Ph.D. Blender Consulting Group

2. Enhancing Client Satisfaction Service Philosophy SystemsStaff

3. Enhancing Client Satisfaction Service Philosophy –A service philosophy directs the attention of people toward the needs and priorities of a firm’s clients. It is an integral part of everything that people do: and that attitude should be clearly communicated to all clients. Staff –Staff within a firm must always keep their attention on the needs of the client. There must be an active attempt to gain a clear understanding of the client’s needs, wants, and expectations. This behavior must show a level of responsiveness, attentiveness, and willingness to help that will make a significant impact on each client. SystemsSystems –Staff should be supported by a service-oriented delivery system that focuses on client comfort rather than convenience of the firm. Systems include policies,procedures, methods of operation, physical surroundings, etc.

4. Key Principles Care and Concern Willingness To Help Understand Client Needs

5. Enhancing Client Satisfaction Care and Concern –Everyone wants to be likes and to feel that others care about them. As service providers, you need to show that you care about the client and want to help. This care and concern should be genuine and sincere. Care and concern means placing yourself in the client’s shoes and taking an active personal interest in meeting their needs. Understanding Their Needs –The essence of client satisfaction is understanding the needs of the client. Without a clear understanding of their needs, you will not be able to provide the quality of service they require. Most clients have a real desire to discuss their needs with someone who is interested and willing to help. By asking questions and listening carefully, you will learn exactly what the client needs and expects. –From the client’s point of view, the fact that you are willing to learn how they feel and what they want is evidence that you are a concerned professional whose main desire is to satisfy their needs. Willingness to Help –Your primary responsibility is to meet the client’s needs. The attitude you display has a strong impact on the perception of the service you provide. The client needs to feel that you want to help them. A willingness to help means being prepared to go the extra mile to provide the necessary information or solve the problem.This attitude is expresses to your clients in everything you do and it keeps your clients coming back.

6. Maximizing Moments of Truth Give Immediate Attention –Make eye contact with the client as soon as he/she approaches you and greet pleasantly. Make the Client Feel Important –Let the client know that his/her situation is your first priority Make the First and Last Minute Count –Use the first minute to encourage the client to discuss their needs. Win the client’s confidence by showing that you want to listen, understand, and act upon these needs. Use the final minutes to make a lasting impression and ensure the client is satisfied. Listen Actively –Discover exactly what the client’s need are by getting all the necessary information, confirm that you have heard and understand the client. Be Flexible –When faced with an unusual situation, be flexible in your approach. Meeting the client’s needs is more important than applying “rules for rules sake.

7. Maximizing Moments of Truth Use Common Sense –Approach novel situations or out-of-the-ordinary problems with creative but common sense actions. Show the client that you are willing to help them. Be Sincere –Avoid bored, apathetic or mechanical reactions. Although the situation may seem routine and common-place to you, remember – it is very important to the client. Be sincere in your willingness to help. Be Enthusiastic –Approach each moment of truth with energy and enthusiasm. The client will perceive your approach as warm and caring. Be the Client’s Agent –Make the client's concern your concern. If you can’t respond to it yourself, finds someone who can. But – remain the primary contact with the client until the issue is resolved.

8. Maintaining Client Service Maintaining Client Service The Cycle of Good Service Client Satisfaction Low Client Turnover Higher Profit Margins High Staff Satisfaction Low Staff Turnover

9. Maintaining Client Service Maintaining Client Service The Cycle of Poor Service Client Dis- satisfaction High Client Turnover Lower Profit Margins Staff Dis- satisfaction High Staff Turnover