Keeping clients has never been more difficult....

The economic shake down has shifted power to your clients as they face budget cuts and need to get more done with less. Years of dissatisfaction with service levels and the strong perception that the hourly rate does not represent value are bubbling to the surface at an alarming rate.  Small service irritants fester and become the foundation for changing professional service suppliers.

But how would you know?  While smart firms have sought client feedback, many are still terrified of both the process and possible outcomes.  Despite the messages of quality service which pepper professional firm marketing materials and proposals too many firms don't seek client opinions and address service issues constructively.  The culture of outstanding client service is often more rhetoric than reality.  And by avoiding client feedback they miss out on revenue generation opportunities.

The Winter 2009 issue of Professional Marketing published by PM Forum includes an article by Brian Cope of Promarc.  Interview with a Client offers a precise methodology for implementing a successful client interview program that pays for itself.  Read more…