7 Quality Service Truths For Service Professionals
August 2, 2012
These quality service truths define the standards of service that your clients expect and deserve.
1. Clients don’t want the service itself–they want the outcome
Quality service truths are based on the premise that most clients prefer services that are as simple as possible.
Realistically, few clients hire professionals because they enjoy the services provided.
Most clients hire service professionals for help in resolving problems or realizing specifically desired outcomes.
Clients really want to complete their problems resolved or outcomes achieved as easily and with as few hassles as humanly possible.
2. Clients need your service
New clients will usually consider their own resources before selecting a service professional.
To avoid paying professional fees, many clients would prefer to resolve problems on their own or with the help of employees or staff.
Unless their initiatives produce immediate results, as a second choice, they will look to service professionals for help.
At this point, they will have recognized that they need you to help them find a solution for their problems.
Realistically, as a qualified service professional, you are well positioned to do more for clients than they expect or could even imagine.
The broad range of resources that you can draw upon increases the likelihood of a successful satisfying clients.
That’s quality service at its best.
3. Providing technical information is not quality service
Generally speaking, the quality service truths suggest that clients are looking for more than technical information.
They are less interested in the specific features of your service than how these features affect them.
Through your professional training and experience, you will have developed a wealth of know how about helping clients.
To ensure compliance with quality service truths, convert relevant technical information into client-pleasing benefits.
4. Industry jargon reduces quality service
Similar to Quality service truth #3, this one focuses on communication.
As we become more familiar with the common terminology of our industry, we learn to communicate with our colleagues and peers in a form of oral shorthand or jargon.
To those in the know, the meaning of these terms is perfectly clear. To the uninitiated they are gobbledygook.
Communicating with clients involves treading a fine line between two approaches.
On the one hand is using terminology that is too industry-specific.
Clients may find this terminology confusing.
On the other hand you may risk talking down to the client by using language that is too simple.
It’s best to avoid this dilemma.
And the best way to avoid it is to know your clients as well as possible.
This will enable you to assess what the client knows now and what she needs to learn in order to make a decision.
This knowledge will help you in frame your questions and comments in terms and words that your clients will understand.
5. Having a professional license does not equal quality service
To protect consumers against these losses, many regulating authorities require the licensing or certification of service professionals.
In order to obtain a license or certificate, it is usually necessary to qualify by studying prescribed courses and passing specific tests.
Professional qualification does not automatically result in the ability to deliver quality service to clients.
Delivering quality service means meeting clients’ standards of quality, not simply meeting minimal standards of professional competence.
6. Client service is variable
Because service cannot be mass produced on an assembly line, the same service can vary from one provider to another.
The type and quality of service that you provide varies from time to time.
As human beings, we are all vulnerable to a broad range of physical, social and emotional factors that can affect our performance.
Notwithstanding this variability, each client deserves the same standard of service, regardless of what factors may be influencing you.
7. Quality service is what your client says it is
If your standards fail to meet those of your clients, you can’t count on your clients for repeat business or referrals.
If your standards of quality coincide with or exceed your clients’ standards, they will make a significant contribution to your client pipeline, increasing their lifetime value.
Without a doubt, by following the truths of quality service, you are well on your way to successful professional service marketing.
To learn more about quality service, click here.