How To Build Client Loyalty with 5-Star Service | Customer Service Excellence Training

Clients are more loyal to professionals who are proactive about providing service than ones who just react. Our 5-Star client service training is patterned after the service you receive at a 5-Star resort. The 5-Star client service system helps your firm reduce staff turnover, improve internal communication, raise the level of trust inside your firm, and ultimately achieve more loyalty from your clients.

In order to deliver 5-Star service, professionals focus on steps like the ones listed below.

Taking the Order

Waiters who take your order in fine restaurants have a big responsibility. Incorrect orders result in enormous cost increases from the rework of the food and customer dissatisfaction.

In a professional firm, when the order is not taken correctly, review notes and reworks abound. If you track your cost over-runs and delivery delays, most of them would relate to not taking the order exactly. Many times, a partner takes the order from the client and then plays “pass-it-on” to an associate. At each level of “pass-it-on” the message becomes garbled. The person lower on the totem pole does not want to press the issue of slight misunderstanding. He or she wants to move forward with the work and will do so without a clear picture of the order.

In order to take the order exactly correct, the partner must commit to a few more minutes with the client. It is necessary to listen carefully, take notes, and repeat the order back to the client. The associate must do the same, even though the partner may seem anxious and you may feel rushed.

Connecting

How would you feel if, after you have placed your order in a fine restaurant, the waiter did not check back with you? Many professionals commit this error for various reasons: tight work schedules, a fear that the initial order wasn’t taken right, communication reluctance on the part of the service provider, a lack of care, or simply a lack of awareness of the importance of connecting with the client.

Connecting allows us to strengthen the relationship. We achieve this not only by simply keeping the client informed of progress and making contact, but by asking three simple questions:

1. “What are we doing so far that you like?”

2. “Is there anything that we can improve on right now?”

3. “How do you feel about things so far?”

These questions serve to uncover any hidden emotional concerns and problems before they occur. They also serve to strengthen the bond between you because the client feels attended to.

Connecting also helps to overcome price anxiety, collect the fee, and plant the seed for further services.

Conclusion

Great service is dependable. Success in service excellence happens when you develop a system that delivers consistent, dependable responses every time.