Why Consistent Leadership Service Builds Brand Loyalty | Best Sales Leadership

Service consistency is a goal most midsized professional firms strive toward. It provides control over your customer service. It is also a great reason to contact your clients.

The journey to firm-wide consistency is difficult because of the lack of communication with existing clients about the quality of the current service being delivered.

None of us wants to hear bad news, but talking with clients is crucial. The difference between a satisfied client and a highly satisfied client can be night and day. For instance, Xerox found that customers who rated them a 5 on a 5-point satisfaction scale were six times more likely to purchase further products than customers who rated them a 4! Accountants seem content to send out useless client surveys in the mail, but hesitate to go see the clients personally.

Standards of Service

The only way to establish service consistency is for the owners of a firm to set down the service laws:

• Promptness in dealing with client concerns

• Maintaining client comfort in difficult circumstances

• Ensuring regular communications during engagements

• No training of junior staff on client’s nickel

Develop Consistency

For every significant engagement, the managing partner or marketing professional should visit the client and ask the two key questions: How did we do? How can we get better for you?

The service consistency equation becomes more difficult when a firm is focused on growing inexperienced staff members. Will each one of them be able to deliver fine service consistently, or must an owner always be present? McDonald’s delivers a consistent product with minimum-wage employees because they have clear service standards and train the team members to deliver your food the same way, every time.

Conclusion

Before advertising your service excellence, make sure that you can deliver services consistently and that your whole team is on board.