Best Practices Tips

 

Client complaints or objections require immediate and sensitive action.

A client may forgive a mistake or an oversight but not a lack of empathy or reluctance to take corrective action. Your response needs to be prompt and effective.

• Acknowledge that you have fully understood the reasons for their complaint.
  
  
• Adjust your vocal tone and body language to communicate your sincere empathy and concern.
  
  
• Confirm the client expectation of your plan to take corrective measures.
  
  
• Commit to the timely implementation of your plan and be sure to keep your commitment.
  
  
• Follow up to make sure the client is completely satisfied with your service.
  

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Ask these three important questions before you communicate by e-mail or phone.

How urgent is the message?
For many, the fastest option is still the phone. However, ask the intended recipients to advise you on the best way to reach them in an emergency.

Who needs to know?
Mass e-mailing or spamming is faster but less efficient, and is unwelcome by those who receive it unnecessarily. Take time to filter group mailings and be selective about who you copy.

What is the best method?
Use e-mail if your message involves a document or detailed information, needs to reach multiple recipients, or if you cannot afford to get involved in a lengthy conversation.

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Self-assessment is a personal barometer for professional excellence.

Rather than wait for annual reviews, when the comments are usually 'after the fact', take a pro-active approach and do regular personal appraisals to immediately sharpen best practices.

1. Ask your clients for feedback. They are the mirrors to your performance.
   
   
2. Accept criticism as an opportunity for growth. High achievers do not view
   suggestions for improvement as threats.
   
   
3. Each day identify your achievements and determine the reasons for your success.
   
   
4. Each day identify your less effective situations and find ways to improve.
   
   
5. Do one thing every day to build on your strengths or improve weaknesses.
   
   
6. Observe the achievements of others and invite them to share the 'secrets to
   their success'. Inviting them to lunch would also be a gracious gesture.
   

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Before you hit the 'SEND' button on your e-mail message:

1. Fill in the subject line. Clearly define your objective.
   
   
2. Check that your communication is going to the intended recipient.
   
   
3. Determine if it is necessary to 'reply to all'. Be prudent.
   
   
4. Edit if the message if it is over 5 lines.
   
   
5. Consider bulleted or numbered points for lengthier messages.
   
   
6. Proofread, carefully. Do not rely on 'spell-check'.
   
   
7. Include a signature with your full name and contact information.
   

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