What do you key clients think of your business?

What are you client satisfaction surveys NOT telling you?

How much will it cost if you lose a major client?

Do you know the reality of your service offering?

I recently audited an alarm distribution company who thought the whole world was rosy. Upon completing an audit we found that their major client gave my client the majority of their business not because of the service but because of the location. My client was moving and didn’t even think about the implications because they thought the clients would automatically follow.

We often don’t know the status of our key relationships. A master franchisor audit found there was some bubbling franchisee discontent which was affecting the ability to sell more franchises. Although they politely said things were OK, when a prospective licensee would call for a reference, the true story would emerge. One lost franchise cost over $20,000.00.

Where is your truth?

A customer service audit is a one day onsite including intensive examination of your customer service processes.

In high school, if you liked a girl or boy, the obvious tactic was to tell another friend to say the magic words, “I think Bill likes you, do you like him?” It is still no different in adult life. People will often share their thoughts with a third party before they tell you straight.

The four main audit outcomes

1) The truth about your key client/customer relationships

To what extent are they satisfied or dissatisfied?
What do they really think?
Are there common or hidden issues?
What suggestions do they have for improving your business? (It’s hard to ask this yourself).

2) The truth about your staff attitude to service based on survey results and interviews

Current service priority
Understanding of processes
Attitude
Recommendations

3) A review of your key customer service processes

Appropriateness for clients
Gaps
Compliance (adherence)
Recommendations

4) A review of your customer service reporting processes

Adequacy
Gaps
Implications
Recommendations

Audits start from $4,500.00 (excludes taxes such as GST, VAT, State).

Register your interest to arrange an evaluation here.