If you want referrals,"client service" just ain't enough

How do you define "client service?"

In her recent post "Can Excellent Client Service Be Taught?" Allison Shields quotes prominent restauranteur Danny Meyer's contention that "client service" is the equivalent of "getting the right food to the right person at the right time."

In other words, in Meyer's view, "good service" is nothing more than competent performance of your job. And that's not nearly enough.

What you should be striving for, writes Allison Shields, is "hospitality," which Meyer defines as "the degree to which your customers feel that your staff is on their side." 

Allison's blog is targeted at lawyers, but her views on service are completely applicable to your practice too, whether you're sitting in the bullpen at a big firm or run your own RIA:

"The 'hospitality mentality' needs to be present throughout your firm in order to provide your clients with a good client experience. Your receptionist should take care to remember long-standing and repeat clients. Professional staff must be mindful of listening to the client's needs and concerns, rather than merely barging in with the lawyer's solution to what the lawyer perceives the client's problem to be. Clients must be treated courteously and professionally at all times. They should always be made to feel that everyone in the firm, regardless of position and familiarity with that particular client, is there to serve the client - as indeed they are. For a truly spectacular client experience, everyone within the firm must be willing to 'go the extra mile' for a client, and to do the unexpected."

Allison's post continues on with suggestions for ensuring that you and your staff project true hospitality to your clients.  Read her ideas.  Read a few other service ideas. Take some notes and do a little self-check. Are you and your staff up to snuff on service?

Stellar service doesn't guarantee referrals in and of itself (yes, it's true, you have to be proactive to maximize your referral opportunity, no matter how incredible your service is), it sure puts you at an advantage.

Here are some helpful resources (free registration required) specifically about making sure that your entire team is providing truly exceptional client service:

Why Your Assistant Should Totally Run Your Client Service Operation
Make your assistant your client service manager and ensure that you remain top of mind with your clients through 14 to 28 touches a year. The end result will be greater awareness, more assets and referrals to manage, and higher income for you and your assistant. Plus, it's a win all around. Here's how to do it.

3 Training Strategies for Super Client Service
Superior service training can help your staff turn stressful situations into relationship-building opportunities.

Build Your Own Client Service Army
Superlative service produces an invaluable commodity: client loyalty. To deliver service at the highest level, however, we need to recruit colleagues with the right stuff.