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How does company culture impact client services?


Culture, specifically the corporate variety, has been on my mind lately. Since the organization's personality - its "visions, values, and assumptions" (Craig, 2014) - directly shapes the employee environment, culture has a tremendous impact on how employees behave, their level of engagement and motivation, and their understanding of company expectations.

Regardless of the specifics of your culture, I suggest that there are two cultural 'personality traits' that are essential to attain out-of-this-world client service professionalism:

1. Trust. You trust your team to manage clients by providing staff with the level of autonomy they prefer (appropriate to their level of experience and ability, of course), and the freedom to creatively problem solve. Your door is always open, you provide support and escalation assistance where needed, but ultimately you explicitly empower them to confidently get the job done.

2. Continuous improvement. There is always more to learn and new ways to improve. Everyone on the services team should be comfortable making improvement suggestions, testing out new ideas, and changing up their work processes frequently. You'll also want to check in with your clients regularly to get their feedback and improvement suggestions.

Of course, you'll want to update your processes document each time you shake up your workflow...but that goes without saying ;)


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