“Removing Roadblocks on Your Path to Success”
Demonstrating the Spirit of Putting Your Client’s Interests First
Happy Halloween! We thought this would be the perfect time to write about the spirit of putting your client’s interests first in business. In an article titled “Moral Person and Moral Manager” in the U. C. Berkeley Haas School of Business California Management Review, it is reported that Plato once asked “which extreme would you rather be: an unethical person with a good reputation or an ethical person with a reputation for injustice?” We believe the point Plato was making is that our actions always speak louder than our words. People do not always see us the way we think they see us.
Acting in your client’s best interest instead of your own, rests on three main pillars: setting clear customer expectations, anticipating customer requests and building “Key Performance Indicators (KPI)” to measure your performance.
Setting Clear Customer Expectations
The earlier in the client relationship we establish mutually agreed expectations the better. Our goal is always to “under promise and over deliver.” This requires that we become the expert in our industry, our clients’ trusted advisor and an integral part of their success.
Providing Anticipatory Services
Instead of waiting to be contacted about problems that have occurred, we eliminate problems before they happen. We do this by researching our client’s business to understand their industry standing, the client’s goals and how the company’s actions are reflected in their day-to-day operations. By being proactive, we save our clients a great deal of time and money on “reactive problem fixing.” We make their issues our issues. This directly increases the client’s profitability.
Using Key Performance Indicators (KPI)
Once we have established mutually agreed expectations and implemented a system of anticipatory services, we create metrics to measure our performance relative to those expectations based on achieving common goals. We use KPIs to determine where we have been, where we are now and where we are going. Key Performance Indicators are also a great tool to identify new opportunities that may have been overlooked or that are coming up in the future. For more information on how to use Key Performance Indicators in your business, please see the Pacific Crest Group posting Applying Key Performance Indicators to Build Your Business.
Pacific Crest Group provides professional services that keep your business focused on your critical objectives. We create custom made financial and Human Resource (HR) systems based on creative strategies that are always delivered with exemplary customer service. A PCG professional is happy to meet with you to discuss solutions for your unique requirements designed specifically to maximize all of your business opportunities.
About PCG Accounting Services:
Pacific Crest Group helps small and mid-sized businesses throughout the San Francisco Bay Area change their bookkeeping and accounting from a hassle to a strategic resource. We bridge the gap between your books and your business, so that you can intelligently manage your company.
About PCG HR Services:
We’re the most trusted company when it comes to outsourcing your HR functions. Whether it’s creating onboarding materials and employee development programs, or dealing with toxic employees, we ensure that your business is set up for short and long-term growth.
If you have any questions about how Pacific Crest Group can help make 2015 a success for your business, drop us a line or call us at 415-461-2586!
Until next month, we wish you the very best and much success in your business.
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Exemplary Customer Service
This newsletter is intended to provide generalized information that is appropriate in certain situations. It is not intended or written to be used, and it cannot be used by the recipient, for the purpose of avoiding federal tax penalties that may be imposed on any taxpayer. The contents of this newsletter should not be acted upon without specific professional guidance. Please call us if you have questions.
Copyright 2015, Pacific Crest Group, All rights reserved.