Do the actions of highly analytical workers often leave you, the employer, in the hot seat? Do you get complaints about how bad your service is? Do these dreaded words sound familiar: “I only hear from you when you need information from me or when you send me a bill!”?
In the professional services industry, we appoint and work with skilled analysts. For instance, in the accounting profession, accountants are often stereotyped as left-brain dominant. They are, by nature, risk-averse, reserved and cautious, so they tend to be much more introverted than extroverted – rarely focussing on client care or client relations.
Where does this leave your clients and how does it make them feel? For starters, if you are doing business with someone in the service industry, let’s say an accountant, their clients often regard it as a “have to” or a “grudge purchase”. Bad communication, not understanding client needs and time-based billing are all factors contributing to a lack of value. To top it all off, your client has no idea beforehand of what your fee is going to be, and is quietly dreading the bill.
By appointing a Client Relationship Manager (CRM), you are neutralising so many of these challenges. The CRM will be:
- the first point of contact for your clients;
- the channel for general client queries; and
- providing on-going feedback to your clients and giving them a clear understanding of your internal working practice.
Providing your CRM with our unique interactive pricing system, your CRM will be able to price clients before the start of the engagement and provide your employees with an accurate scope of work agreement. This document will increase efficiency dramatically and will ultimately clear your desk from client complaints, scope creeps and “time” write–offs.
We are the pricing specialists. Training your CRM to price your client and deliver excellent client service is part of our philosophy. You are the specialist and advisor and should be spending your time advising clients and adding value. By making use of a trained CRM, you can free up your time for your field of expertise.
Contact us to help you reach this profound position.
This article is a general information sheet and should not be used or relied upon as professional advice. No liability can be accepted for any errors or omissions nor for any loss or damage arising from reliance upon any information herein. Always contact your professional adviser for specific and detailed advice. Errors and omissions excepted (E&OE)
