The Net Promotor Score is one method that many professional service firms use to measure client satisfaction. This measure uses a client's willingness to recommend the firm as a barometer for client satisfaction. Saggar & Rosenberg (S&R) has enjoyed significant growth due to the loyalty of their clients and word-of-mouth referrals.
Our client referrals are no accident. The S&R team puts their client's interests first and is committed to delivering a high level of client service. Many firms make this same statement, but at S&R, our growth is proof of our commitment. We have created an environment to make sure our staff feels valued, and they are satisfied. This is the core strategy to the client satisfaction success we enjoy. Happy and fulfilled staff deliver excellent client service.
If you want to duplicate our success in your organization, here are six things to consider to achieve comparable success:
- Show Appreciation - Show your employees that you value their hard work and dedication by expressing your appreciation.
- Frequent two-way communication- When making decisions, allow employees to weigh in. Be proactive in communication and share the news before it is common knowledge.
- Provide Training - Ensure your employees are thoroughly trained on the skills to perform their responsibilities. This includes soft skills like communication and project management; and technical skills in of accounting, tax, and technology.
- Provide the best tools available to perform their responsibilities- With the technical innovations available to improve efficiency and draw better conclusions from the plethora of data available, create an environment that encourages innovation.
- Recognize Achievements - Recognize employees who go above and beyond in providing exceptional client service.
- Understand everyone is human and has a life outside of the firm. Sometimes our home life seeps into our business life. It happens to everyone, and helping our colleagues through these situations strengthens the collective team.
