9 Steps for Managing a Client Complaint Gracefully
Every interaction a client has with you is part of their client experience. Not every contact is positive, and sometimes there will be a negative experience or client complaint. It is everyone’s job to be prepared and above all else, protect the client experience. An upset client is never fun, but if you avoid the conversation, deflect or shy away from the responsibility of the situation, it will only escalate. Escalated complaints can quickly lead to a public relations issue, legal or regulatory consequence.
The Art of Client Etiquette
Client etiquette is your manner of professional conduct. It exemplifies the image and expectations clients have when doing business with you. Whether you are a top executive or a new hire in the office, clients will be observing and assessing you. They are watching every and all aspect of their experience. Good or bad, they are formulating opinions and judgments about what they see. If you want to elevate your client experience, it begins with the right practices for client etiquette.
The Missing Component in Your Strategic Plan
It’s that glorious event. A time when your team comes together to discuss your firm’s strategies for the coming year – the annual strategic plan. Opportunities and challenges are discussed. The virtual whiteboard and yellow pads are a bounty of ideas. It’s a celebration of motivation. And then you look up…and it’s June. For some firms, that beautiful strategic plan you created has not been looked at for months. We go to the common drive to print it off and say, “How are we doing?” The problem is there may be a missing component in your strategic plan.
Growth vs. Culture: Which Side Will Win?
In the ongoing battle of growth vs. culture which side will win? First, let’s look at the problem. Many companies are watching their bottom line and seeing a pattern. Some are in growth mode; others are seeing stagnant productivity, revenues or clients. Whatever stage you are in, one circumstance facing everyone is the continual changes to client buying patterns and perceptions. Figuring your way through these challenges will determine which side wins in the growth vs. culture battle.
Is Your Market Really a Market?
Many businesses want to have success with finding and developing a target market. Sometimes the biggest problem is the market you have chosen may not be a true target market.
The Client Experience: Discovering What Your Clients Truly Want
How do you know what your clients truly want from the relationship? There are things that should be identified during discoveries with clients to help uncover what they truly want from from you.
Finding Success with Target Marketing: Researching Tactics
How do you find success with target marketing? There are several factors that need to happen for you to gain results, not just in the short term, but for long-term sustainability in your practice.
Building Your Brand: Is it Relatable to Clients?
Building a powerful brand can be a competitive undertaking. Businesses will try to set themselves apart from others, but in many cases, the message is missing the mark.The problem is they tend to speak from their point of view, not the clients’.
10 Ways to Never Run Out of Social Media Content
Social media content and marketing is key. The challenge is finding time and good ideas for compliance-approved material. Below are 10 easy ways to keep your social media content pipeline full. These 10 featured strategies will help you avoid going weeks or months at a time without posting any updates.
The Do’s and Don’ts of Strategic Alliances
Strategic alliances can give you the opportunity to expand into new markets, access resources, or share referrals to clients. A well-structured alliance may help you grow faster by leveraging each other’s capabilities. Without proper due diligence; however, a strategic alliance could have the opposite effect. It is critical to consider the do’s and don’ts of strategic alliances prior to engaging in any relationship.