Imagine for a moment you're starting your own business from scratch and one of your goals is client service excellence. Then look at your current company and consider whether you're really set up to accomplish this goal. Who or what is the real priority and what would you change?
Most businesses, even professional service firms, are built with internal operations or financial goals as the centerpiece. Within that structure, leaders who espouse client service excellence as a priority then do the best they can to service clients within the parameters of that model. Sounds reasonable so far, but think about the number of times a client wants or needs something you're not set up to provide. Sometimes you can accommodate them, but often times you can't because your business/organizational model doesn't allow for it. When operations and financial considerations drive your organization, you are limited by definition as to how well you can serve your client.
So what if you built or restructured your organization with client service excellence as the centerpiece? What if your financial and operations models were actually based on meeting your clients' needs rather than asking clients to serve yours. How different would you look? How much better could you serve your clients than your competitors? It's just a little food for thought as you consider writing the next chapter for your organization.
Tough economic times are not only about survival, but about building excellence into everything you do and taking the opportunity to create greater distance between you and your closest competitor. The way to do so is to compete with yourself. Getting your team together and evaluating your actual versus espoused priorities is a great place to start.
*Image from Experience Solutions