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might be in your relocation department, work for your relocation partner; maybe they're at your
favorite restaurant. No matter where they work you have to wonder some times, how do they do it? What makes
them so consistent? Does it come natural to them? (A side note here, the great hitter Ted Williams said
he
hated being called a "Natural Hitter" he claimed it discounted all the hard work he put into becoming a great
hitter). What is it then that makes those that can deliver day in and day out so special?
Three things play an important roll. We'll call them the three D's, as in Desire, Design, and Delivery.
Desire: No one can consistently deliver exceptional customer service without the desire to do so. Some
way or another your company has to attract those professionals that thrive on, and seek out opportunities to
please clients. Once you locate these individuals switch your efforts to providing the systems and support
that allow them to do their job.
Design: Look hard at your operations department, case loads, phone systems, hardware and software systems.
See any legacy systems there? Does everything encourage direct client interaction? Do some of your systems
actually discourage, or block interaction between your front line employees and your clients? Learn to
organize around your customers.
Now start asking questions of employees and customers. Pick up the phone and ask them what you can do
better. If you are honest and sincere, they will tell you. Take notes and then take time to find ways
to implement change. One of the wonderful aspects of improving customer service is that often it can
be accomplished at little or no capital expense. Imagination is key here- find ways differentiate
yourself. Listen to clients and determine what is most important to them and remember it's ok to
treat different clients differently. Learn not to make clients fit into your mold, but to find ways
to accommodate them.
Make sure your employees have the time necessary to bring their personality into the position. No one wants
to interact with a disinterested or constantly rushed individual. I remember people in my life that have had
character, not those that simply "got the job done".
Your job is to create opportunities for your employees to shine. Design and re-design positions until there
is room for your personnel to effectively deliver the services your firm promises. It's one thing to receive
your guaranteed offer on time. It is another thing all together to receive it early, with complete information,
and with time to ask and receive answers to your questions. Operate a program that is not "stressed out" and
corporate clients, transferees, your employees, and your company will benefit.
Delivery: You have hired employees who understand and value great service, you have systems in place that
are flexible and open enough to allow your key employees to invest the needed time with each transferee. Now
you have to deliver-consistently. Reward, financially and with recognition those individuals that excel at
interacting with your clients. Mine their experiences for clues and insights you can share with your team.
Make sure your team understands how much your company values their extra efforts. Because, it is those
professionals that make your company great, your clients appreciative, and your future secure.
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