By Kerry Cope
Client delight. I love it. It’s what gets me out of bed in the morning, and what drives the team here to support our clients to the best of our abilities every day.
For people that know me well, they will know client delight is my mantra. But what exactly does it mean?
Ask Wikipedia, and they’ll tell you it’s “surprising a customer by exceeding his/her expectations and thus creating a positive emotional reaction”. But I think it means something a little different.
Our clients demand high levels of service and performance, so surprising them by exceeding service expectations is a challenge. In other words, it’s hard to go higher if you start at the top. Client delight can still happen though – particularly when you:
-Really know your client
-Really know your stuff
-Work as a team
-Always think about what more you could do
-Make sure you keep the client in the loop all the way through a project
-Do everything with a smile on your face.
Get all of this right, and work in true partnership with the client, and the service they expect will be delivered. This is what we always aim for, and it keeps our standards consistent - and consistently high. But being consistent doesn’t mean that we can’t be surprising. Only the other day, I got an email from a client, praising the ‘impressive account knowledge, approach and follow up’ of one of our team.
And if that’s not client delight, I don’t know what is.