SERVICE / EXPERTISE
FUN / COMMUNIT Y
SPRING 2013
david bowden, Chief Executive Officer | Canada
The NPS Results are in… The Top 5 Ways to Turn Your Clients into Raving Fans
Checking your Net Promoter Score (NPS) is more than just aiming for the highest number. It’s about learning what your clients think about the service quality you’ve provided, and getting insight into how you can give even better service. Using the feedback we’ve received through NPS, we’ve taken the process a step further and compiled a list of factors clients consider integral to excellent service.
Top 5 Contributors to Service Excellence: 1. Make the client feel valued Be it emailing them an article or research report relevant to their business or following up to see how their space is post-transaction, letting your client know that you are equally invested in their business and success goes a long way in ensuring they call on you again for the next deal. 2. Know your stuff Your client hired you for your expertise and thorough understanding of their business needs. Make sure they get their money’s worth by researching and knowing their property and business requirements, inside and out. Stay on top of the latest industry developments and trends. Your client looks to you for your expert opinions and recommendations, so be prepared to give them – even when the client doesn’t straight out ask.
Employee Engagement Survey open from June 3rd to 21st
by Keri Fraser, Director, People Services | Canada
Colliers is once again preparing to participate in the Aon Hewitt Best Employer survey. The survey will be open from June 3rd through to June 21st, 2013. Please take the time to give us your feedback via this confidential, online survey. We want to hear from you it’s important that you share your insight and tell us how we are doing so we can continue on the path of creating a great place to work.
Since the launch of our first survey in 2010, we’ve made a lot of progress in key areas on which employees provided feedback. In March of this year, we completed the launch of the new Colliers Benefits plan and made the switch to Sun Life as our insurance provider. This was a major milestone in our journey to becoming a Best Employer. Thank you for joining us in our effort to become one of Canada’s Best Employers. Together, we will create a best place to work so you can ultimately “love where you work”.
3. Perform effective crisis management Property transactions have their share of bumps, curves and roadblocks. When dealing with one, the most important thing is to meet it head-on; ignoring it won’t make it go away. Keep your client in the loop and inform them how you’re dealing with the situation. Present realistic solutions, scenarios and consequences. Ensure you have contingency plans in place. Try to put yourself in their shoes – how would you want the situation handled and resolved? 4. Customize your service If you were specifically buying a sedan, would you want the sales agent to give you information on the latest SUV? The same philosophy applies to our business. Every deal, property and client is unique, so don’t treat each one the same way. Take the time to get to know your client and their needs, and cater to them accordingly. For example, if you’re dealing with a law firm, get to know the competitive space they’re operating in and the hot topics in their industry. Are they a boutique firm? Or a national one with offices in every major city? There is no one generic pitch or formula that works for every transaction. When you take a cookiecutter approach to a deal, the results – and your client’s feedback – will speak for themselves. 5. Conduct yourself professionally The simple act of promptly responding to phone calls and emails is a major factor in establishing and maintaining a successful client relationship. Failing to do so can be a dealbreaker, literally. So can negativity. As a general rule, avoid undermining the competition and let your performance do the talking. Having a bad day? Don’t complain! The client doesn’t need to, nor want to, know. The empirical evidence from 1,500 NPS surveys is clear: these are the five factors that will make your clients raving fans of your services. So talk to your Managing Director about your own client feedback and identify which areas will most likely improve your service delivery and generate even more revenue.