by Robin Dicks | Sep 20, 2023 | Uncategorized
It’s very noticeable that we’re seeing some increasingly common and important themes from feedback given by clients of professional services firms. Hugely abbreviated, the key needs are these: Better project management Better communication of progress and status More use of technology to allow self service and ‘close to real-time’ information updates Client contacts of firms are under pressure to achieve speed, and efficiency. Firms that don’t get this are going to lose...
by Robin Dicks | Oct 19, 2016 | Robin's Blog
Deborah Shell of Winckworth Sherwood has written an easy to read and interesting article about implementing client feedback programmes. It covers not only the set up of gaining feedback but how it is shared with partners and others to gain commitment, buy-in, results and also an impact at the client. Take a look Are you...
by Robin Dicks | Jul 11, 2016 | Robin's Blog
The world (or at minimum the UK) feels different than it did on 23 June and the result and its’ aftermath of course will have implications for your clients. Much is still uncertain. But it’s an important time to reach out to clients; not just to tell, but to listen. Our thinking is that there are 3 areas worth additional focus on, in the coming months, and asking your clients. These include: What activities and developments are now planned by the client (and how have these changed ?) What is their sentiment, and level of confidence in the business environment? Where do they need more certainty? Where would they value more advice about the potential impact? Asking these questions can enable you to better help individual clients, but also to comment most meaningfully on key issues, and develop your events and communications programme to be most useful to your markets. Comments, or questions, as always welcome on 07940 886677 or...
by Robin Dicks | Oct 12, 2015 | Robin's Blog
One theme has been increasingly visible in some of the recent in-depth client feedback interviews we’ve done for firms. It’s connected to “commerciality” but it’s more profound than that. It’s not “technical expertise”, and actually it’s not a client servicing issue either. What it is, is about understanding the context in which the client works in. Their operating pressures, the environment in the sector they work in, and the types and demands of the different (external) stakeholders they work with. Some clients have told us that understanding this enables the firm to be realistic, pragmatic, and to drive strategic value and the “right” result. Otherwise the firm can deliver something that looks great on paper but – crucially – that they don’t much benefit from in the real world. Fee earner/professional advisor performance is hugely variable on this – but it doesn’t have to...
by Robin Dicks | Apr 7, 2015 | Robin's Blog
As we’ve written about extensively elsewhere, there are 5 key drivers of profitable growth for a firm – and extending what you do with clients is a hugely important one. Is there genuinely high potential or is this just great in theory? I’ve spent a little while looking at the client feedback responses, gathered since January 2014, on behalf of our law firm and accountancy firm clients, on this very point. It shows: There are opportunities to either do more of what the firm is currently doing for that client, or to extend what it does, in 54% of cases There are risks of potential client loss (or some loss of business) in 14% of cases The other 32% of clients are stable and loyal. In case useful to help you discuss with colleagues how to enhance the results you get, a little more in shown in this one-page document What does this look like for your firm? Are you capturing this...
