Advance Consulting, Inc.

SEPTEMBER 2003

Based on the book : Partnering for Results! by Virginia LaGrossa and Suzanne Saxe.

Are Your Internal Processes Service Oriented?

Workshop Public Offering
November 11-12, 2003 Details
Are your policies, procedures and processes client-oriented? Do they keep the client in mind? Or are they internally focused and only frustrating to your clients? Our research shows that being service oriented and easy to work with is the #1 unstated expectation that clients have. It is also one of the largest factors that contributes to customer retention.
To ensure that your policies are client focused, we suggest that at least once a year, if not more frequently, you examine your processes, policies, and ways of interacting with clients and rate them on a scale as client friendly (+), neutral (0), or internally focused (-). For all those processes, procedures, and policies that are internally focused or neutral, think of ways that you could make them client-friendly while still meeting your needs. For example, can you provide services on Saturday for no additional fee but take the following Monday off in return? If you don't offer a service they need, can you help to find what they need through other vendors you partner with?

Remember it only takes one negative service experience for customers to leave your company, whereas it takes up to nine positive experiences for anyone to hear about it. Focus on service and make it easy to work with you and your organization.

QUOTE
"Nothing great was ever achieved without enthusiasm."

-Ralph Waldo Emerson

FIND OUT MORE
Advance Consulting is a professional development company that provides state-of-the-art consulting services, workshops, seminars, and speaking engagements throughout the U.S. and internationally. Find out more at www.advanceconsulting.com, send us an email at advanceinfo@advanceconsulting.com, or call us at (831) 372-9444 for more information.