The payroll and payroll tax outsourcing business is a competitive one. Clients have many options and if you can’t offer them the best price and the best service, you may find them looking elsewhere or opting to do in-house payroll and tax processing in an attempt to save money.
You may provide the best payroll outsourcing solutions, have a full host of ancillary services and save your clients time and money by eliminating their penalties and interest. But sometimes, being the best just isn’t good enough, especially in today’s competitive market.
Following, please find a short list of things we have found client love to hear. Throw them into your client services bag of tricks and turn your clients into raving fans.
1. Great Idea – Everyone likes to feel as though they are making an impact and clients are no different. Listen to them, they may be able to help you improve systems, products, service, etc. If you implement a client’s idea, be sure to let them know, they will be thrilled.
2. We have taken steps to ensure ________ won’t happen again – No matter how loud they complain or how many choice words they may use, most clients just want the same things… a solution and some insurance they won’t be having this conversation with you next month. When presenting a solution, do not underestimate the importance of letting them know what you have or will be doing in order to ensure the problem will not occur in the future.
3. Options – In the chaos of the average business day, we all feel like we want to have a little control. Give your clients 2 or 3 options, especially when resolving a conflict. They will be more willing to accept your solution if it is the one they chose.
4. Your voice – In our modern era where everyone is trying to cram 16 hours of work into a 12-hour day, it can be all too tempting to just shoot off a quick email. Don’t forget that good customer service is all about relationship building; take a few minutes and pick up the phone.
5. Thank You – It goes without saying that the thing clients want to hear most of all is “thank you”. They know they pay your bills and just want you to recognize that every once in a while. In addition to thanking your happy clients when they refer business to you, don’t forget to thank a client who complains. At least the complaining client is giving you the opportunity to make a change and save his business, rather than the client who leaves silently.
As your chosen payroll tax processor, we’ll try to adhere to these simple rules and make you feel special and appreciated every day.