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How well are you performing for your clients?
We asked 200 clients of professional services firms in New Zealand how they evaluate an adviser’s performance. The answer overwhelmingly came down to ‘was I well advised?’ Clients specifically...
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Do you under-promise and over-deliver…or the reverse?
When we interview clients of professional services firms one of the themes that comes through, time and time again, is the need to understand, and manage, each client’s expectations on every piece of...
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Why should we ask our clients what they think of our service?
“We work with them all the time. We already know what they think of us”. This is one of the most common objections we hear from professionals about conducting client feedback exercises. However, when...
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Do you learn from your wins as well as your losses?
Tom Kane, in his legal marketing blog, published a great post about learning from departing clients as well as from opportunities you miss out on. He provided some good advice about conducting ‘loss...
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What assumptions can make out of a firm
Making assumptions is part of doing business. We don’t always have access to the full facts and have to draw conclusions. However, too often the assumptions that are made are incorrect, or only part of...
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Eight questions every professional should ask when taking new work instructions
When talking to clients of professional services firms, one of the most common issues they raise is that their providers don’t always deliver what it is they are expecting. It’s very easy to listen to...
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