We have returned from overseas and excited to be back at work. What we loved about Europe that we don’t have in Australia is man-made old stuff. We saw magnificent buildings hundreds of year’s old and gorgeous little towns with crooked streets with treasures around each corner. One thing we noticed, which is not much different in Australia, are the different standards of service that we experienced and it made me think about the impact it has on business no matter where you are in the world.
One time when we went to a restaurant we had to wait 10 minutes just to get a glass of water and it went down from there! What amazed me was that during the hour or so that we were there about 20-30 people arrived, sat down, waited and then walked out (that’s probably what we should have done!). How much money did the owner lose that night simply because their staff didn’t seem to care about their customers? Although the food was OK, my experience could have been completely different had they simply served us promptly.
In complete contrast, we stayed at the Langham Hotel in Hong Kong on the last leg of the trip. It’s a gorgeous five-star hotel and a sanctuary in the middle of the chaos. We had dinner in the hotel restaurant one night and for dessert, my husband brought back from the buffet a creamy mousse in a small shot glass. As I picked up my dessert spoon I realised that it wouldn’t fit into the glass and that I needed a teaspoon which I was about to get myself. I had no sooner said that to Neil that the waiter (Eric) was standing beside me offering me the spoon! Obviously, he had been scanning the room to make sure his customers had everything they needed and must have noticed what I was doing and promptly brought a spoon to me before I even realised I needed it! That made me feel very special.
And what do they get in return? Apart from satisfaction, they get me telling you about it and recommending them the next time you visit Hong Kong. That’s a word of mouth referral from a delighted customer.
The interesting thing is that it actually doesn’t cost any more to provide five-star service that your clients will want to tell others about. Here are a few ways you can do this:
• Make each client feel like they are the only client you have
• Anticipate their needs
• Communicate often and proactively
Richard Branson says that your clients will choose to stay with you or leave, largely based on how they feel. Providing your clients with a reliable and accurate bookkeeping service is a given. But if that’s all you do then you will be treated as a commodity and compared with other, cheaper bookkeepers who can also provide that. It’s the five-star service you provide which your clients love and on which you can build a strong bookkeeping business.
Article by Debbie Roberts
