A New Standard Of Service

146A friend of mine recently asked me if I could refer a good attorney.  I have one that I have used with no real problems, and yet I hesitated to share the referral.  Referring someone is a very personal endorsement and your quality of referrals says a lot about you.  I had to ask myself why I chose not to send my friend to this attorney. 

The reason is not that he has done anything extraordinarily bad.  Sure he has been hard to get in touch with recently and hasn’t returned a few emails, but nothing unusual.  The reason is in fact that I have recently had such great experiences with some other professionals that it has sort of set a new standard of who I want to work with on a regular basis. 

For example, a call returned within 24 hours is absolutely good customer service for busy people.  In fact, most customers will not complain if they get a call back within the week.  And yet my financial advisor returns my call within an hour.  He returns emails within minutes. 

Another example is the idea of who the expert is.  Old school business says that it is normal for your doctor to tell you what’s wrong in a language you don’t quite understand, and then tells you what to do about it and you do it.  But wouldn’t you rather see a doctor that explains things in a way you understand well enough to re-explain it to your spouse, gives you several options along with his or her suggestion of which will fit your health needs best?  And what would you do if your doctor saw you within ten minutes of your appointment time and wasn’t in a hurry when he or she met with you?

Once you have had excellent experiences with other professionals, it’s just hard to go back and settle  for less.  I want to challenge you today to set the new standard of service in your line of work.  Be the one that people just can’t wait to tell their friends about.  Ask yourself how you can manage your time in a way that allows you to meet or exceed every time commitment you make.  I am watching business people with less experience steal market share from the old guard on a daily basis just by being willing to set a new standard in their line of work consistently.  Providing excellence in the ordinary is quite possibly the best and most affordable marketing tool you have & the good news is that you have the power to raise your own bar starting now.

Take Away:  Get creative about the little things you can do to communicate to your clients their importance to you.  Put yourself in their shoes and ask yourself what it would take to make them tell their friends about how “over the top” you are.

Discernment is not a matter of simply telling the difference between right and wrong; rather it is telling the difference between right and almost right.  ~ Charles Hadden Spurgeon

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