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Treating clients like celebrities

Our clients are our VIPS. But when dealing with clients as a day-to-day part of our jobs, it’s all too easy to think that we have it sussed. We can think that our clients will always be satisfied with the level of service and attention we give them. Improve? Us?! No way!

Well my mind has now definitely been changed. Even though we pride ourselves on our excellent service at Moneypenny, we still found room for improvement recently. 

We learnt that in fact there are always ways to further develop the level of service we give. We invited Geoff Ramm, customer service and marketing speaker, to our offices to inspire and educate our 500-stong workforce in looking for ways to constantly improve how we treat our customers. 

Many of us were convinced that we couldn’t possibly give a better service than we already were doing. But by the time he had finished talking we were absolutely convinced otherwise. These are a few things we took away from Geoff’s inspiring presentation and now use every day.

Treat each customer like a celebrity 

I always thought I gave customers a fantastic service. But when asked if I would treat a celebrity, say Brad Pitt any differently, embarrassingly I had to admit I would and I didn’t even realise it! Now my aim is to treat every single customer like an A-lister.

Always aim for extra 

No matter how small, there is room for improvement. So now we actively look for ways to go the extra mile for a VIP by giving ongoing support to customers outside of our daily tasks. Acknowledging birthdays, sending news they may find interesting, anything at all. Small things have a big impact.

Someone is always available

This is one of our own, but I still think it goes a long way to treating a customer like a VIP. When I’m in meetings or travelling across the country, I’m not always free to speak to customers when they call. Having a team that I know will not only answer their calls but always treat that customer like a celebrity reassures both me and them that they are getting a stellar service.