YOU ARE NOT JUST SELLING A SERVICE, BUT A CLIENT EXPERIENCE

 

I see a trend occurring in the financial services and consulting space that is somewhat bothersome. As many service-based professionals convert to remote work, there is a push for increased automation and productization. This is, in itself, not a negative thing, since productizing your service offerings can provide greater consistency and efficiency. If done well, it can be a win-win for both provider and client: the provider gets paid more for using a pre-outlined (and sometimes automated) service model and the client pays a lower premium (in many cases) for the service. What is concerning, however, is the corresponding dip in client connection (and sometimes even a dip in the effort put into the deliverables) that can result from automating or using cookie-cutter approaches in your service offerings.

If you are in the financial services or consulting space, it is natural to be hyper-focused on the execution of your service offerings and the deliverables. This is especially true for those in accounting, where monthly financial reporting is often a staple of the service offering. It’s good to keep in mind, however, not to lose your grip on the quality of client experience just because you productize. In fact, streamlining your processes should free up more time to focus on the client experience, including, but not limited to:

  • increasing your response rate with clients

  • reaching out to clients for solicited feedback

  • actively seeking ways to add value to your current offerings

  • upgrading the quality of your platforms

  • finding auxiliary ways of supporting your clients, such as referrals for their business, social media shoutouts (if permitted), or general patronage.

By continually focusing on the client’s experience, the client can sense that you have their best interest at heart and that you care about the quality of your service offering.

Instead of focusing primarily on ways to streamline your services so that it is easiest for you to generate more work (although scalability should be taken into account), focus equally as much on streamlining for the sake of the client experience. Are you only offering your clients compliance work, or are you offering them that as well as a sense of empowerment and a feeling that they are heard and well-understood? Are you only offering bookkeeping and reporting, or are you offering empowerment through education and a sense of partnership in their company’s success?

One of the best ways to ensure that, no matter the format of your service offering and deliverables, the client gets an exceptional experience is to regularly put yourself in your client’s shoes. Do your best to imagine their perspective and continually look for ways to enhance value. With this attitude, you will be able to create high-quality service offerings that enhance the client experience.

by Heather Richard

Above Par Business Solutions, LLC


[Image credit: Manali Sontakke / IG: @manalisontakke ]

 
Heather Richard