As one’s company gets bigger and more successful it’s often the case that passion and enthusiasm with which the original founder engaged each and every new client may be lost. Lost not through intent but a characteristic that develops in a larger enterprise where many more people start interfacing with clients, existing and new, than was the case when the company was a small start up. Customer Service becomes a modus operandi defined in minute detail in an operations manual!

So how does the leadership team of a fast growing organisation stay in touch with the customer service being delivered through our business and its people? How do we know that what the customer experiences meets or hopefully exceeds what our brand promises?

Well, quite simply I believe you listen to your clients, and the only way to do this effectively, no matter how large your organisation is, is to engage in direct one on one communication between you and the customer. Similar to what the original founder would have done!

Every day at Silver Chef, our leadership team calls every client that we did business with the day before.

• We thank them for their business! Some transactions are as low as $ 2,000 –  regardless, everyone gets called,
• We ask how we delivered in terms of our brand promise,
• We ask if there was anything we could have done better,
• We ask the client to consider us for any future business they may have where we can assist
• Most importantly, we ACT on the invaluable information the client has shared with us.

Applying my leadership team’s time to making these calls represents a significant investment for our company, they are high calibre business leaders in their own right who get paid accordingly. I know that through doing this we are achieving a positive return on investment for our shareholders.

As our company grows so will the list of calls to make every morning. We intend to not only maintain our current level of client interaction but to grow our overall client engagement as we become an even more successful and larger company.

Regards

Charles