7 Standards of Excellence: Creating World-Class Client Service

An organization is only as successful as its clients. Why not make providing world-class client service your new priority in 2015?

World-class client service requires a well thought plan of action. The plan should identify a cohesive company mission that your team can rally behind. The plan should successfully address sources that can boost client experience, both internally and externally. World-class service can be obtained with the right people and the right plan:

1. Support. Clients are driven to your company seeking guidance and expertise. Each client should be well informed of the systems and processes that he/she will encounter. The satisfied client will know a main point of contact on your team that can assist them properly. Consider hiring a team member that is responsible for Client Happiness.

2. Educate. In order to build a thriving relationship with your client, you must educate them about your organization. Your team should be the main source of information for clients, in addition to supplemental materials. Educational materials can include e-newsletters, magazines, blog posts, teleseminars, webinars and conferences. A varied approach will allow you to appeal to a range of client types.

3. Respect. Mutual trust between clients and team members must be established during the early stages of a business relationship. Respect will enable both parties to forge a strong bond and open dialogue to work toward a mutually beneficial result. Embrace diversity among your clients by treating them equally with consideration, care and commitment. Show appreciation for support and feedback from your clients.

4. Validate. Knowing that your clients are satisfied is the ultimate validation of your business practices. Why not exceed their expectations? Through high quality service and products, you will establish client confidence and trust. These are valuable qualities when forming a long-term client loyalty base. Reinforce this sense of validation through verbal and physical deliverables.

5. Inspire. Offer insight, direction, advice and solutions to your clients. Identify their overall goals and enable your clients to achieve them with your help. Become a beacon of inspiration among your industry. Leverage success stories, testimonials, video profiles, case studies and social media reviews to inspire prospective and current clients.

6. Cultivate. Establish a loyal client following. Think of your business as a legendary icon or famous singer-songwriter. The most successful and memorable stars had the largest followings. Aim to build a community of clients that can share successes with their peers. When clients communicate their successes with fellow clients, a priceless dialogue is formed. Cultivate your client base by committing to create in person and virtual platforms.

7. Engage. One of the most critical steps to creating world-class client service is to engage with your client base. Every opportunity that you or your team members have to connect with clients should be seen as a way to cultivate relationships, provide support and request feedback.

Whether you’re recommitting to focus on service in the new year, or just looking to fine-tune what has made your organization one of unparalleled service, these seven standards are examples of ways to create a plan, build a mission, and rally your team around enhancing your business.