How to better at client Management, the formula.

2. What is high quality service ?
Client do not buy services, they buy what your services will do for
them.
Essentially people will buy only two things
1. Good feeling
2. Solutions to their problems
Client buy services for their reasons, not yours when u think your
client are buying your professional services , they are actually
buying their own real , personal good feeling and solution to their
own nitty gritty , personal problems.

3. Client’s view of quality
Peter Drucker observed that Quality is not what you put into your
service, it is what the client get out of it and willing to pay for.
Your service is not of high quality because it is hard to do and
cost a lot of money. Clients pay only what is of use to them and
gives them value. nothing else is quality.

4. The service quality equation – your” Invisible
report card” from your client
Q=P-E
Where :
Q is Service Quality , P is Client Perception , E is Client Expectation
Defining it , your grade on client mental report card for the quality of your services equal
client perception of what they receive minus client expectation of what they thought they
would receive
When you meet client expectation, perception and expectation are equal and clients grade
your service quality as satisfactory. When you do not meet your client clients expectation
– if their expectation were higher than the service you actually delivered - your score is
negative and client grade your service quality as unsatisfactory, if your service delivered
exceeds expectation satisfaction is positive and client grade your service as superior

5. CS= D/E
Where
CS= Customer Satisfaction , D= What delivered to client , E = Client
expectation
It can also be explained by above equation

6. FIVE grades on your Invisible score card

7. Service differ from manufactured good by
following characteristic
Services are intangible
Services require human interaction to some degree
Service quality control is very difficult
Production or Purchasing
Marketing Mix
Consumption
Customer
Company

8. The LIFE cycle of Client relations
Stage 1:
Contact prospective clients and make them aware of you and
your firm availability to serve them
Stage 2:
Nurture and develop relationship with the perspective clients
whom you have contacted
Stage 3:
Sell your ( and your firm’s) services to the prospective clients
Stage 4:
Actually perform the services for the client through high quality
service and get them back in loop at the second stage so that they
engage you again in the future

9. Position your firm in the Market place
Specific advantages gain from appropriate positioning of your firm
•Achieve greater growth by attracting the specific target markets you want to serve
•Increase client satisfaction because the type of excellence you are producing is the
type your client want
•Develop the firm’s identity as separate from it's principals, this creates a better
goodwill factor, and it add value to the practice should the principle decide to retire or
sell them
•Respond to increase competition . your competition are becoming more
sophisticated marketers. If you want to get your share of new business and keep your
current client happy market positioning helps by providing them something real they
can recognize
•Attract, retain and motivate personnel. Good positioning attracts employees who
want to do the kind of work you specialize in, or who want to work with the kinds of
clients you serve.

10. Client centered firm versus the resource
centered firm
Client centered firm firms focus their planning on the needs of their market,
both current clients and target groups, Some refer to this
as “ market driven “ management. Client centered firms decide on which of their
client needs and wants to focus so that they can direct their resources in a client
centric way . in other words The market is ‘ cause’ and strategic plan is the ‘ effect’
and is determined by needs of the market.

11. Ask these questions
1. Who is your client ?
The current , The potential , Target Clients- Where are they? How do
they buy ? How can we reach them?
2.What do your client buy ?
3.What do your client value?
4.What should your business be?
-Kind of service you like to perform
- Kinds of client you like to work with
- Existing market potential and market trends
- Expected change in market structure because of technology
competition, regulation demographics
- Innovation you know about
Clients needs not being adequately met today

12. How to stand above the crowd
Three facts to remember
1.Reality is what you can perceive clearly
2.People cannot clearly perceive the difference in your generic product
3.People respond only to difference

13. Perception <Key Points>
•Other always perceive a firm differently from the firm perceives
itself
•Others perceive a firm differently from the way the firm thinks it is
perceived
•Different group perceives the firm differently from one another
•People perceive that your performance in non business setting is
an indication of your performance in your profession
•People also perceives that your performance in one are of
business is representation of your performance in all area of your
business

14. How to project High quality Image
Your personal Image
Appearance
1) What kind of message does your clothing sends?
2) What message does your hair style sends?
3) What do they say about you?
Communication
1) Your Voice
2) The word you use
3) The joke you tell
4) The subject you discuss
Action
1) Be Effective
2) Be Active
3) Be Visible

15. Your Firms Image
Client and prospects impression of a firm are composed of
1. Combined impression of the firm’s personnel, particularly the frontline
personnel
2. The appearance of document , reports, correspondence, news letters and other
tangible products the client receive from the firm
3. Office facilities and equipment
Your Personnel
Your Key salesperson
Your tangible Product
1. Your ambassadors
2. Your Souvenirs
3. Office Facilities and Equipment

16. Beware the Six causes of service problems
1 .Overlap of production and consumption; inevitable
interaction between producers and consumers
2.Inadequate service to “ Intermediate customers”
3. Communication shortfalls
4. Views of Clients as statics- seeing them as a number instead
of a person
5. Short run view of the business
6. Service proliferation and complexity
How many of the service quality problem can be traced to one
or more of these six causes ?

17. Six basic steps help you earn higher grade from
your clients
1. Discover what your client need and want
2. Manage client expectation
3. Manage the tangibles
4. Manage the firms personnel
5. Be the beat at handling the problem
6. Regularly communicate with your clients what you are doing for
them

18. How to manage Client expectation and
Perception
1. Avoid promotional temptation to over promise
2. Learn to spot extremist clients in advance
3. Don’t oversell the service outcomes
4. Scale down the client expectation
5. Introduce the idea of multiple factors Emphasize you can
influence events, but you cannot control them
6. Educate the client and client family and other advisors
7. Stay in touch with the clients

19. Stay in touch
1. Periodic letters and telephone calls remind the client of how well
things are going and they are surprisingly inexpensive
2. Quarterly newsletter keeps you name and services in front of
client, prospects and referral source
3. Non business socializing has great value
4. When you see a newspaper or magazine article that would be of
interest to a major or key client or to several regular client send a
copy to them
5. Become a resource to other people, such as introducing clients to
others whom you know you can me mutually helpful to your
clients

20. Fire alarm and smoke alarms in client
relations
Good Indicators
1.Client smile when leaving your office
2.Client is cheerful to you and your personnel
3.Client come to you for advice on other matter
4.Client pay your fee promptly and willingly
5.Client respond to your request for information and cooperation
quickly and easily
6.Client recommend you to others
7.Other personnel in client’s organization show these good
indicators

21. How to turn complaints into increased client
loyalty
1. Listen sympathetically to the complaint. The number one thing
complainers want is to tell someone about the source of their
complaints and they will
2. Show understanding and concern
3. Mutually agree on a solution
4. Follow through
5. Follow up

22. Also ask yourself
1. What would have prevented this problem
2. What changes should I make in our operation to ensure that this
doesn’t happen to someone else
In handling a unreasonable person
You have two assignment
1.Handle the client emotions
2. Solve the problem, you cannot reason with angry person

23. What to do next
1. Treat your client as if they were lifetime partners
2. Ask your personnel for service improvement ideas
3. Adopt a mission statement
4. Recruit and train your frontline people in the fundamental of high
quality client service
5. Always be patient, but never satisfied
6. Implement some of the above ideas in next three (3) days

24. THANK YOU