Solving client satisfaction and retention issues
There is a close link between client and staff satisfaction but there is only one
boss in a company - the client - and they can sack everyone in the company
from the chairman down by choosing to take his business elsewhere.
Client satisfaction
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Understanding why clients become dissatisfied can be tricky but using an
external agency can make this less 'political' and provide a 'go between' for
both clients and employees.
Response times, not able to contact the right person, messages being lost,
work not being delivered when promised and not being listened to are just
some of the common complaints that clients make but surprisingly many of
these are easily solved by understanding why such situations arise and
putting in place simple recommendations to fix these.
We provide a consulting service where we can come and work with you, in your office environment, provide tailored training delivered on site, if you wish, to help solve the
problem. We do this by engaging everyone related to the problem and ensuring they are part of the solution.
What's more grants are available from Business Link to help fund such training. See www.businesslink.gov.uk
Retention - staff satisfaction
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If staff are satisfied in their role this should be reflected in their overall
performance. However, if they are unhappy it can very easily become a
problem for many others both inside and outside the company. It is
important to quickly get to the bottom of any problems and fix them.
Which is where having formal HR processes and procedures in place can save
the day.
We are able to provide a practical implementation of HR processes and
procedures which can help you understand better staff performance,
ensure everyone is clear about processes and procedures, help motivate
people, provide training plans, link performance to reward and reduce the
time it takes to induct new employees.
Implementing HR processes and procedures
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Regardless of size all organisations can benefit from implementing systems that help them understand their staff’s performance, ensure everyone is clear about processes and procedures, help motivate their people and reduce the time it takes to induct new employees.
As part of this project Central Legal Recruitment can help you create the following:
| What to do? |
How it will help your business |
| Consistent job descriptions for all staff. |
So everyone understands what is expected of them. |
| Appraisal process - to formally review performance based on performance measurements. |
To monitor and help improve your ability to manage performance with documented evidence including achievement of objectives. |
| Understand training needs. |
Ensure employees receive the necessary training. |
| Link reward to absenteeism/performance |
To provide a clear picture of absenteeism and send a clear message that this is linked to bonuses/salary increases (pending a discussion about the contracts your staff have). |
| Set a calendar of HR activity |
To ensure everyone is clear what needs to be completed by when, with whom etc. |
As well as providing support to set up HR processes and implement them we also provide coaching and training for those responsible for managing the administration and running the processes – this will most likely be your practice manager or your senior team.
What’s more grants are available from Business Link to help fund such training. Register to find out more at
http://www.businesslink.gov.uk
Refreshing your interview questions
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Many clients ask for ideas for questions to help them learn the maximum amount of information about a candidate. Here are some useful questions:
- Tell me a little about yourself.
- Why do you want this job?
- What are your long-term aims?
- What do you know about the company?
- What can you bring to this job/company?
- What are your strengths/weaknesses?
- What do you enjoy most/least?
- What's your greatest achievement so far?
- What would you like to be better at?
- How would your colleagues describe you?
- Why should we give you this job?
- What attracted you to this company?
- What do you know about our business?
- How would you fit in with our culture
- What do you think the most important qualities for this job are?
New roles in the industry – focus on business development
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Are you too busy to grow your business?
More and more senior partners that we talk to tell us their workload is already too heavy without the worry of how to sustain, develop and grow the business whilst all are looking to improve the bottom line. This is where a Business Development Specialist can take the worry away and can work alongside you to devise ways to raise the profile of your business, create opportunities for meeting new clients, generate leads from existing clients and enquiries, create and develop your website and ensure that your firm is the one that leaps from the page, is at the top of the internet search engine and at the forefront of the minds of prospective and existing clients.
They will save you time and help your firm earn money. This is not about marketing gimmicks. It’s about real people who can add value to your business who can help you win and maintain business.
One of our consultants has 12 years experience in Marketing, Communication and Business Development in big and small professional services organisations. She knows what works and that doesn’t so can help you find the right person to fit within your organisation. Together we can work with you to establish your needs, write the job specification and help with interview questions to find suitable candidates.
We have had some great success in this area and would love the chance to talk you through our case studies. If you would like to explore this in more detail please contact Leilani Schwartz on 020 8686 3949 or at recruit@cl-recruitment.com.
Business development locums
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We are pleased to include Business Development Specialists as part of our locum offering. So if you require the skills of a business development candidate for a specific project perhaps for example, to:
- Help create opportunities for you to meet new clients.
- Come up with ideas to develop business from your existing clients.
- Manage a specific event – or a series of events.
- Revamp your website or produce your corporate/marketing literature.
- Follow up leads from a backlog or after a specific event.
Then such a person could join you for the temporary duration of a project rather than on a full time basis. This allows you to reap the benefits of a more senior calibre person without needing to offer a permanent role.
