3 Details to Pay Attention to When Surveying Your Customer Service
Client satisfaction is one of the key ingredients to a thriving practice. But if your phone just isn't ringing like it used to, it may be time to take a close look at what may be driving clients away.
Perhaps it's your firm's customer service tactics. Ever thought of that?
I recommend launching a customer service audit to determine how every customer service nuance is carried out in your firm.
How is your firm's phone line answered? What happens after a form on the firm's website is filled out?
Also read: 3 Steps to Keep Clients Coming Back for More
You may be surprised by the major flaws you'll find. Here are three details to pay attention to:
These days email is sometimes the first line of communication between a client and a firm, so be sure that your outgoing email messages look professional and clean.
All emails should come "from" your firm's name - not from "support" or "front desk."
Don't make your emails sound like canned responses. Make sure someone is taking the time to respond personally. The best way to do this is to answer a particular type of question.
How is your staff answering your phone? If it's not up to par, you may want to formalize how they should be picking up the phone.
Make sure as well that your staff show some personality on the phone.
Don't keep a client on hold for more than a minute. And, by the way, what is your hold music like? It is too loud? Too boring?
3. Online forms.
Online forms are quick portals for clients to get into touch with you. But are those forms getting answered in a timely fashion, if at all? No question big or small should go unanswered! Make sure someone in the office is responding to online forms within 24 hours.
Second-rate customer service won't cut it. You'll quickly lose out to your competitors.
If you find flaws in your system - fix them! Remember, happy clients are good for business.
Also read: Get Business Insights from Your Clients