China cabinet - detail, originally uploaded by The River Thief. Copyright Ruth Seeley 2008
It must sometimes seem as if the blog photos and text bear only a subliminal relationship to each other, and it's true, they do. For me they have connected meaning though, even if isn't explicit to you. I'll blog in greater detail about the store on Columbia Street in New West where I bought this lovely reclaimed teak china/curio cabinet with its gorgeous turquoise crackle stain. The service I received from the store's owner and the fact that I market my services, not a product, has got me thinking about measurement. It's called The Urban Gypsy and I've edited this post to give you the correct link - the dread 404 error message I got previously was user error, it seems.
Here's a Client Service Audit that Rosemary Teliatnik of ROC Management International gave us at the February New Westminster Networking Women (or NWxNW, as I like to think of it) lunch. I confess I've tweaked it a bit, rearranging the questions into what seemed (to me, anyway), like a more logical order. Value add, maybe.
Client Service Audit
How do you answer the phone?
- What does your voicemail message say?
- Are all members of your company aware of major projects?
- What do you do if you don’t have what a client - or a potential client - is looking for?
Do you meet deadlines?
- Do you regularly communicate with a client during a project?
- Do you let them know as soon as possible if a problem comes up?
- Do you ask for your client’s input?
Do invoices clearly outline work performed?
- Do you follow up with clients after you complete a project or on at least quarterly basis if they’re retainer clients?
- How do you deal with complaints?
- What do you do if the hours or hard costs vastly exceed the budget?
- Do you ask your clients for testimonials or referrals when you’ve completed a project?
Do you communicate with your clients when you aren’t working on a project for them?
- Do you keep your clients informed of new services?
- Do you keep your clients informed of changes in your company?
- Do you cross-sell your products/services to your clients?
And for me, the most important question:
How do you let your clients know you value their business, their testimonials, and their referrals?
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