Success in a service business depends heavily on the elements that surround the service that is actually provided.  While the service must be excellent, how effectively we connect with clients ultimately determines the strength and longevity of our relationship.  We’ve discovered that there are Four Key Elements in creating a service experience that leads to high levels of satisfaction and client engagement.  Our branch leaders have shared their insights with me over the past week regarding how these four elements become actionable; here are some valuable excerpts:

Listen

• Practice ‘Active Listening’
• Being the consistent face and listening to their requests
• Use thoughtfulness and identify their interests and needs
• Sit down with each property manager and review their expectations
• 100% compliance on client expectations interview

Understand

• Understanding the contracts and expectations is crucial
• Getting more involved with business development to develop relationships
• You cannot build a relationship without communication
• Understanding skills, strengths and weaknesses of staff to place the proper people in situations where they can excel
• Build trust by being present and listening to what our clients have to say

Adapt

• Three Things that show we Care, provide Value and are the Best and Only Choice
• Go the extra mile
• Take more active role in client meetings
• Relentless follow-up
• Improve efficiency

Deliver

• Operate with value in mind
• Working as a team to provide the best service possible
• Maintain top quality, attention to detail and timing
• Follow-up directly with the client after service has been completed
• My goal is 100% client retention

One comment especially resonated with me:  “Silence is not golden”.  If we’re not actively, listening, understanding, adapting and then delivering, then we’re just guessing.  Success is far too important to leave it to chance. 

How well are you applying each of these elements in your daily work?