The significance of having everyone in the firm fully understand the goals, vision and core values set forth by our leadership is invaluable. There is a proven correlation between embodying these critical components and our overall client satisfaction. Think about it as the building block effect.
When our team members are aligned with our core values (especially that client relationships and satisfaction is important) our employees are now empowered to make strategic decisions in client meetings, and with every interaction they are now focused on ensuring that the client is completely satisfied with their service from our firm. It is very important to our firm’s success to empower the teams we have in place to make critical business decisions that are aligned with our business goals, vision and values. When our internal teams focus on providing the best quality service and innovative design solutions that meet our client’s business needs, it is the winning formula for success.
Why is client satisfaction so important?
When we achieve total client satisfaction, we have happy clients who enjoy working with us, we have clients that pay their bills on time (cash flow is healthy), our clients easily refer business to others (healthy pipeline), and the clients we are working with continue to come back to FOX (repeat business is seven times cheaper than pursuing a new client). The most important reason to have a very high client satisfaction rate is this: We will have employees who enjoying taking care of their clients, which will increase staff retention, creating a bond between our teams and our client base, and we have a bunch of happy people who enjoy coming to work and transacting with our client base.
Since the inception of the firm, FOX has been fortunate to have a strong client base made up of successful companies and great people. We enjoy what we do, but the design process is more successful and more fun when we do it with clients we enjoy working with. One of our strategic focuses for 2010 is to devise a specific client retention program which will begin from the onset of the project and continue through project closeout. Start now by making a conscious effort to approach every client interaction with the bigger picture in mind.