Billing communications

Client communication
   protocols

Client interviews

Knowledge-sharing
   techniques

Do you . . .

know your clients’ communication preferences?
understand your own communication style?
introduce your client to everyone on your team?

 

Selected Services

Quick Tip: Mutually agreed upon ground rules can be extremely helpful.

Three areas are particularly important.

  • Ask clients about their communication preferences and set guidelines as to how and when you will communicate with each other.
  • Ask clients how they want to participate in your process to resolve their problem. Concur on the level of client involvement.
  • Define responsiveness. One person may set the callback window at two hours while for someone else it is 12 hours.


93% of communication is intangible.

Intangible factors such as personal chemistry and working style compatibility are the nuts and bolts of successful client relationships. These intangibles are communicated through actions more than words. Professionals need to pay attention to not only what they say but how they say it.


People work with people they like and trust.

Client service is an intangible that becomes real to the client as it takes place. As you work together clients compare your treatment of them to their experience with other service providers and their personal approach to client service. Communication becomes the instrument that builds a positive professional experience.