Professional services is a very competitive environment whether you are in a consumer facing model or one that operates B2B. Unfortunately we are all only as good as our last job so it is imperative that service levels are as good as they can be every time.
Do you really know what goes on in your business? You should do and you need to if you want to be sure that your service levels are up to scratch. A Consultant can fulfil a role to look beneath the surface and test whether your perception of your business is correct. A useful place to start is often complaint handling;
• Are patterns emerging in terms of the types of complaints or their source?
• Has action been taken to address and problems and avoid a repeat?
• Are regular checks and balances in place to ensure robust governance?
My own view is that nothing is ever perfect and there are always opportunities to improve, so investing in client service and governance around it is money well spent.