The ‘killer question’ that unlocks great service 

I have something I call a killer question, which is both really simple and very effective.

 

When we get to the point where a client and I agree we’re going to work together, my very first question before I leave the meeting is, “Tell me, Renee, what does great service look like to you exactly?”

 

“The word exactly is really important, because I want you, Renee, to tell me specifically what great service looks like.” Now, if you are the divorcee who I dealt with four years ago, you will tell me that you feel very vulnerable at the moment, that you probably need your hand held for quite a period of time and you could really benefit from maybe a monthly check-in — possibly even a quarterly face-to-face meeting. While I ideally want to see my clients annually, I need to appreciate that this client needs more than that, at least for a period of time. The thing is, if I don’t meet a client’s expectation, I compromise the relationship and damage my reputation.

 

Conversely, if I go and see the city trader who only ever wants to speak to me whenever he or she feels like it but I insist on the annual meeting because that’s my service standard, I don’t meet his or her expectation either.

 

So asking people specifically what amazing service looks like gives you a clear answer to the way you can manage the relationship moving forward, which you then check regularly to ensure standards are maintained. The amount of information you get from one simple question to a new client offers obvious benefits to both parties.

MDRT Podcast · Small changes in word choice that can have a big impact with clients