The Client-Centric Selling Blog

Innovation in Client Service: Top 10 Things To Implement Now (Part 1)

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Innovation in service begins with adopting a client-centric approach to everything you do.

Remember the 80/20 Rule? 80% of your revenue comes from 20% of your clients. Identify your top 20%, and then work with them to create value-based relationships.

Sure, clients appreciate lunch or dinner now and then, but what they really want, and more importantly, what they really need— more than ever—is for you to spend time with them looking for ways to find and deliver more value.

According to the 2009 Trends Study by BTI Consulting, when asked to describe the factors that develop superior client relationships in this economy, general counsel said to focus on four things:

1. Understand my business
2. Help advise me on business issues
3. Anticipate my needs
4. Handle problems

And in the 2010 version of the same BTI Consulting study, the factors that develop superior client relationships were identified as:

1. Client focus
2. Commitment to help
3. Understands the client's business
4. Provides value for the cost

So, how do you build relationships like these with your clients? First, you need to understand what 'value' means to them. Then you must be willing to try new things.

Not sure where to start? Try starting with these top 10 innovators in client service - I promise, they will differentiate you:

1. Talk with your clients.
2. Ask for feedback.
3. Be first to solve their needs.
4. Consider alternative billing options.
5. Re-think how you do what you do.
6. Identify first-to-market services.
7. Reorganize your talent.
8. Extend your CLE programs to your clients.
9. Give clients access to your internal resources (Knowledge Management, IT or HR).
10. Establish a client advisory board.

In each of the next three blog posts, I provide you with practical 'how-to' instructions to implement each of these client service innovations.

See you next time.

Wishing you good business success.