CLIENT SERVICE: Efficiency Health Check – How do you rate?
Scenario: A client called Simon calls you about VAT. Compare how the conversation should go with how you currently deal with it.
You: “Hi Simon. How are you?”.
Simon: “Fine – and you?”.
You: “Fabulous and getting better! How can I help?”.
By this time if you don’t have the client file in front of you, and can’t see the latest emails, telephone notes, documents, overview of work in progress, and how much they owe, you’re not as efficient as you should be.
Simon: “It’s about our VAT return”.
You: “Ok. I see we emailed a reminders last week, and previously requesting your figures, and it looks like we’re waiting for your response”.
If you can’t see the email traffic for a specific client/job without searching or asking colleagues, you’re not as efficient as you should be.
If you had to use your mouse/keyboard to file emails, you’re not as efficient as you should be.
If you had to check lists and send VAT reminders manually, you’re not as efficient as you should be.
Simon: “Sorry, I wasn’t in the office last week so I didn’t see the emails”.
You: “We also sent text message reminders on the same dates – did you miss those too?”
Simon: “Umm – can’t recall, but anyway, we were waiting for a supplier invoice with a large VAT amount and we have it now. I’ll send the figures over within the next hour”.
You: “Good news. I’ll leave a note on file to expect them soon”
If you can’t easily leave a note with date/time of a conversation you’re not as efficient as you should be.
Simon: “Thanks for being so efficient. You’ve never missed a deadline for us, and I appreciate that”
It’s more than likely you don’t work to this efficiency benchmark – most firms don’t.
As a result, you waste hours of staff time, and can’t possibly deliver a consistent service.
Contact us to see how to deliver world-class service and save thousands in staff costs.
An investment in Logical Office returns itself 5 to 10 times in staff savings.
Security improves because emails can’t be accidentally or deliberately deleted.
Logical Office is Paperless Office with seamless integration of Data encryption & Portal with E-Signing to complete the list of features you need to streamline client service in full compliance with GDPR.
Logical Office works with XERO or SAGE Cloud Business Accounting (SAGE ONE), Mail Shots, Time Recording and Workflows.
Contact Logical Office now for more details about how you can streamline your office methods, turning wasted time into billable hours.