I talked earlier about how Maryland is doing some really cool things. Here’s an example from the MDBIZExpo blog:
Mike Schultz, president of the management consulting firm Wellesley Hills Group and publisher of RainToday.com,]… pointed to a 2008 survey from Bain & Company. In it, 80 percent of professional service providers said they offer clients a superior experience — but only 8 percent of clients agreed.
Likewise, Schultz’s group has surveyed people who buy professional services and found that:
- 38 percent of them said their professional service provider does not listen to them.
- 30 percent said their provider does not respond in a timely manner.
- 30 percent said their provider does not understand their needs.
- 24 percent said their relationship with the provider has no personal chemistry.
- 22 percent said the provider has not crafted a compelling solution to their needs.
The answers should be self evident but even so, Schultz will be at MDBIZExpo hammering home the message of customer care. More seriously, if our world view is so disconnected from that of our clients then perhaps we need more than a little coaching?
I’ve long argued that we’ve entered a very different world where we can expect clients to be more demanding and perhaps more in tune with their finances than they have been for many a year. They’re certainly becoming a lot more tech savvy. How well can the profession respond? When was the last time you polled your clients to find out how well you’re doing?
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