If you’re in the professional services sector, you’ll appreciate the importance of person-centric client experience. Whether you’re an accountant, lawyer, consultant or coach, the reality is clients engage you followed by your services. To a large extent, the professional services sector is personality-driven.
Notwithstanding the latter observation, it is still pertinent for professional firms to develop a client experience strategy. The components of it can augment the role personalities play in the relationship dynamics. In fact, over time, it can be the baseline of a fruitful relationship with clients.
In this post, we take a look at the foundations of a competitive client experience strategy for professional services. They can add to the firm’s marketing effort to grow a sustainable and loyal client pool.
1. Up-close-and-personal
Unlike other B2B or B2C businesses, in the professional services category, getting up-close-and-personal with clients and prospects is somewhat expected. It gives both parties the opportunity to size each other up. Some refer to it as the chemistry. While some element of subjectivity prevails, there are parts that can be objective. For example, does the client or prospect buy into the values of your business? It’s always easier to work with someone who shares the same values as you do.
2. Empower clients to make choices
As a professional services provider, clients look to you for direction and counsel. While you may have a specific recommendation or proposal for them to take, people love the flexibility of choices. When you’ve placed them in that position, it feels empowering. The sense of “it’s my decision” can be gratifying for some. To this end, it is a client experience you’d want to provide.
3. Encourage and act on client feedback
Client experience is a two-way relationship. Hence, listening to their voice is critical. But above that, it is showing your sincerity in the process by acting on those you can. This epitomises the value you place on their thoughts and opinions. Furthermore, it can potentially cement that personal bond you’re building with them.
To learn more about client experience strategy, book an appointment with a consultant.
