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7 months ago

Bulletin Plus - March 2018

Mantra Deliver

Mantra Deliver Exceptional Client Service Consider this scenario. You are hired to design and develop a new website for a retail client. The client loves the design, and the pages you develop use the latest in HTML5, CSS3 and responsive design, resulting in a website that works wonderfully across browsers and devices. The e-commerce features of the new website help the client significantly increase their online sales, and the entire project is delivered on time and on budget. Now, is this “exceptional” client service? I don’t think it is. When the client hired you, they expected that you would design and develop a great website. They also expected it would be done according to the timeline and budget set during the planning stages of the project. As successful as this project may have been for both you and the client, in the end, you did exactly what you were hired to do. You did your job. Exceptional client service is about going beyond what is realistically expected of you. It is about surprising, and often delighting, customers, turning them into enthusiastic referral sources and lifelong clients who stick with you not only because you do great work at a fair price, but because the value you bring to them goes far beyond just your products.

Type of People Connects Front Line Managers Team Meetings Manager of Manager Roundtable 1-0-1s IDP Reviews Daily Huddle “Howdy” Connects Team Talk “Sharpen the Saw” Sessions Skip Level Meeting Floor Walk Team Coffee/ Lunch/ Dinner

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