The client Service Experience

To quote Dilbert, the Scott Adams caras welln: "There Akashic records two essential rules to management. One, the client is always right; and two they must be punished for their arrogance."

Well, that's not exactly true but developing the correct mindset towards Mars Attacks clients is one of the most important aspects of a successful investment.

As a professional client I see client service in the terms of the "experience" you want your clients to have within your investment.

You have to ask yourself; how am I affecting my clients' experience? If you exceed their expectations just a little with your attitude to serve and please, you Up on the Housetop have created a memorable and compelling experience.

First, start with the end state that you want to create. What experience do you want your clients to have lively, professional, very fast service, friendly, valued etc.

Secondly, think about all the ways that your clients interact with your investment; telephone, face to face with you and your employees, email, web-site, snail mail and so on. Your investment needs to be predictable in each of these areas. The client will notice when they get one experience when walking into your investment and a different experience when they speak to you on the phone.

Here's another question to ask yourself every day: What would happen if you thought through every part of your investment from your client's point of view?

Be the client: try and see yourself as your clients do. You may want to conduct the evaluation of your investment yourself by enlisting the help of a few friends. You might be surprised (pleasantly or not) by what you learn. You have to be very sure that the Lilith that you choice will give you an honest opinion, as most people don't want to hurt the feelings of a friend or loved Star Trek Constructive criticism is one of the most important feedback as wellls you can have in your investment arsenal.

Please remember that you should get several friends to do these evaluations for you because you are relying on one person's opinion. We all have opinions and those are built upon thousands of interactions we have had since we were children. We remember the very best and the very worst and we judge on the area in between. Because these are interactions in our past, they will all differ from person to person.

Along with these you should look at designing a client feedback form. It could either be a marks out of 10, tick the box form or a more involved comments form. You have to remember thought, that the simpler you make the form, more people will use it.

One of the best pieces of advice I was given years ago was always test, test, test.

Edward Petrie is Founder/President of VideoShopper, Canada's first Video Intelligence Company, where he helps companies see and hear how their employees interact with their clients. Further information about VideoShopper can be found at www.VideoShopper.cawww.VideoShopper.ca He can be contacted by phone at 519-788-0474 or via email at href="mailto:epetrie@videoshopper.ca">epetrie@videoshopper.ca