August 2008
by Mary Gersema
My world since the last newsletter has primarily been planning for the transition for my daughter, Mary Rachel. This school year is a transition for both of us as she moves from the private school system to schooling at home, with me as her primary teacher. If you’re in the corporate office you’ll probably see her. For us schooling is not a one-size-fits-all solution.
This brings me to the message for the month; great customer service means NOT adhering to a one-size-fits-all solution. Understanding the needs of each client to better meet their expectations or help them grow their bottom line is CRITICAL.
Without clients we have no business! Great client service is one of the primary reasons this company has flourished.
At Employers Resource we are dedicated to improving the lives of Owners (clients) and Employees (clients and our employees) of America’s small businesses. One of the ways we do this is delivering great customer service.
We want all staff members to learn and live these principles of Great Client Service.
- Do build long-term relationships by finding meaningful ways to serve our clients. Some ways are to remember birthdays or the names of your client’s children and ask about them. Or, take candy or ice cream when you deliver payroll checks. Remember Johnny the Bagger?
- Do your best to find a way to say “YES” to our clients. If you have to say “NO” or “WE CAN’T” then provide clients with an explanation.
- Do have fun with our clients and fellow staff members. Anyone for a Harvest Party?
- Do the right thing, no matter how hard.
- Do go the extra mile: great customer service begins with a “can-do” attitude.
The only one-size-fits-all-solution we want to see at Employers Resource is never float a Payroll! Otherwise, ask, listen and respond to our clients quickly, accurately and with great care.