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World Class Service: What Is It? Sally Glick, Chief Marketing Officer Sobel & Co. LLC

World Class Service: What Is It? Sally Glick, Chief Marketing Officer Sobel & Co. LLC. Today’s Agenda. Define “non-traditional” world class service Identify what clients appreciate Demonstrate how marketing can help exceed clients’ expectations. Non-Traditional World Class Service.

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World Class Service: What Is It? Sally Glick, Chief Marketing Officer Sobel & Co. LLC

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  1. World Class Service: What Is It?Sally Glick, Chief Marketing OfficerSobel & Co. LLC

  2. Today’s Agenda • Define “non-traditional” world class service • Identify what clients appreciate • Demonstrate how marketing can help exceed clients’ expectations

  3. Non-Traditional World Class Service • World class is service of the highest calibre in the world. • World class is the ability to constantly and consistently exceed client’s expectations. • World class is meaningful interaction with clients outside of traditional accounting, tax and consulting services.

  4. What Clients’ Appreciate • Think what clients need beyond cross-selling. • Provide valuable information they didn’t request. • Going beyond number crunching.

  5. How Can You Exceed Expectations? • Deliver meaningful business advice. • Nominate them for local awards. • Introduce clients to each other. • Help them gain media exposure. • Help them get speaking opportunities. • Think of clients throughout the year. • Provide educational programs.

  6. Deliver Meaningful Advice • Hold management meetings at no charge • Discuss industry trends/regional concerns • Provide industry benchmarks – use ProfitCents • Host CEO/CFO roundtables • Share industry survey results • Know their goals

  7. Nominate Clients for Local Awards • Business of the Year • Family Business of the year • Woman of Influence • 40 Under 40 • Volunteer of the Year

  8. Introduce Clients to Each Other • Create networking opportunities. • Arrange informal one-on-one lunches. • Invite one client to another’s event. • Showcase a client’s expertise to other clients and colleagues. • Have a “client spotlight” on your website. • Highlight a client in your internal newsletter.

  9. Help Clients Gain Media Exposure • Offer smaller clients help with press releases. • Pitch their expertise to your media contacts. • Offer information to help them get published locally. • Introduce your clients to media covering the business beat.

  10. Help Clients Obtain Speaking Opportunities • Invite a client to join a panel at a program you host. • Offer to speak with a client at a local program. • Promote a client to a business or civic group as a possible speaker.

  11. Think of Clients Throughout the Year • Celebrate birthdays and anniversaries. • Clip an article. • Call them before they call you. • Take a client to lunch and introduce them to someone in the firm they don’t know.

  12. Provide Educational Programs • Host events for clients such as: • Seminars • Roundtables • Webinars • Invite them to local business events such as: • Trade association programs • Chamber of Commerce presentations

  13. Conclusion • A non-traditional world class attitude must be nurtured within your firm. • You must understand what your clients value as world class. • There must be a sustainable and replicable process for execution. • You must evaluate your own actions as your clients would. • You must benchmark against the best customer service companies (ex., Disney)

  14. Contact Information Sally Glick Sobel & Co. LLC 293 Eisenhower Parkway Suite 290 Livingston, NJ 07039 973-994-9494 www.sobel-cpa.com

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