A Servant's Heart; A Warrior Spirit and a Fun-loving Attitude
Posted By Rob Millard - 1 Comments -
We're in the client service business; we just happen to practice:
- law
- accounting
- consulting engineering
- medicine
- investment banking
etc, etc, etc
It's way beyond a cliche to say that professional service firms depend utterly upon their clients. Yet how many would really, strapped to a chair with truth serum in their veins, describe that relationship the way that Colleen Barrett does?
This interview with her on the blog Client Service Insights (CSI) is well worth a read. Some gems:
"We call it living the Southwest Way; you have to have a Servant's Heart, a Warrior Spirit, and a Fun-loving Attitude."
"We attempt to underpromise and overdeliver on the Customer Experience. We want to woo travelers with our low fares and then keep them coming back because of the outstanding Customer Service delivery."
"We pay attention to the smallest of details. It's about relationships and the small things we can do for our Customers that we think make a big difference in our brand versus our competitors."
No doubt about it. Client relations are not just about marketing or something peripheral to the services that the firm offers. They are absolutely, front and centre FUNDAMENTAL to professional service firm strategy.
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Thanks for spreading the word Rob. LUV the voice bubble!