When I first saw the invitation to enter the Professional Services Awards in October 2017, my first reaction was “I’m not sure I want to hear what clients have to say about our firm, our service and our practitioners!” I was persuaded otherwise by our Business Development Manager and my partners who supported her.
I can now honestly say entering the Professional Services Awards was the best experience. Our team’s morale went through the roof. The warm, friendly, constructive feedback from clients blew our doors off. And the suggestions on where to improve have helped do just that.
” The Awards acted as an independent means of obtaining client feedback in a simple, cost-effective and easy to use manner ”
As a young firm, we needed to get a gauge on how our clients felt about out services, and the quality of the experiences they had with Legalite
Entering the Professional Services Awards made great sense – the Awards acted as an independent means of obtaining client feedback in a simple, cost-effective and easy to use manner.
As a young business, the Awards have given Legalite further credibility and invaluable brand awareness. We’ve also been thrilled to hear about what our clients liked about our services, and received useful tips about how to improve.
” As Bookkeepers and Accountants we are not known for being social … We often don’t ask our clients for feedback”
Stacey Price, Founder, Healthy Business Finances Group
Often, as bookkeepers and accountants we are not known for being social. We are busy little beavers behind the scenes covering all things numbers. We often don’t ask our clients for feedback. Unless they willingly provide it – which often they do. But we don’t seek it out. Not because we are scared or think we can’t improve, but because it just always falls down our list of priorities. But you can’t improve things if you don’t find out what people like and also what people don’t like. So I guess the awards made me face that fear head on, to ask clients directly for feedback and be open to the responses.
The awards pushed us to communicate with our clients about the award, why we were entering and that we needed their help to fulfil the award requirements. Having an award be judged on unbiased real client feedback was so important to us. It made the award so much more meaningful and important. It is that feedback, and the ability to adapt and change which makes our services grow and continue to be the best they can be.
Even just being a finalist was amazing. That in itself meant that our clients were happy and what better marketing is there than happy customers! The feedback we received after being announced a winner was mind blowing. Within the announcement week our approach to our business was featured in two independent articles online, our existing clients shared the news, we received emails from candidates wanting us to hire them, and new prospects quickly turned into clients. That is not why we entered – far from it. I believed in the work our whole team puts in and it was just nice to be recognised for all that we do. Anything else was just a cherry on top.
It can be difficult to differentiate a conveyancing service and even more difficult to know what your clients really think. The Awards were a chance for me to actually test my service and performance in the market place and to gauge what my clients thought of my ability and professionalism.
” It can be difficult to differentiate a conveyancing service and even more difficult to know what your clients really think. ”
Sam Ielasi, Owner & Registered Conveyancer
Being recognised in the Awards was a big help with my marketing. I was able to let the market know where my firm stands in its professional approach to conveyancing. My clients’ response to vote us as the runner-up conveyancing firm in Australia vindicates my client-centric method and consideration of their needs. Going forward, I now know that my approach is effective, and proceed with my current strategy knowing that my clients are happy.
We operate over a wide geographic area and our conveyancers are spread from Cairns to Sydney. Collating customer feedback in a meaningful and measurable way is more challenging in this environment. We always felt we provided great service, but it would be nice to know for sure.
Once all of the above was in place and working, we started to receive real and valuable feedback which we continue to do to this day. Our internal processes have improved and we share all feedback, good or bad, with everyone in the company. We feel we now have our finger on the pulse.
” Our internal processes have improved and we share all feedback, good or bad, with everyone in the company. We feel we have our finger on the pulse”
Chris Collinge, Director, Bytherules Conveyancing
We’ve entered and won other awards before, but we haven’t really had to do anything for that. With the PSA we had to ensure that clients had the ability to provide feedback easily and in a consistent way. It made us make the effort to better organise how we communicated with clients after they has received our service.
” We thought, there’s no judging panel or individual discretion – it’s completely up to the clients and for our work to speak for itself”
Andrew Brewer, Director, AC Accounting & Business Solutions
AC Accounting & Business solutions wanted to get feedback on their service, and if they were good enough, communicate their difference to the market.
“We’re not your traditional accountants who sit at the end of the week and try to account for every six minutes…We don’t mind spending a day out of the office to develop client relationships….We really just want to focus on providing the best service to the clients we have”
The Ballarat based firm thought the best way to show this was through asking those that matter most – the clients.
“That was one of the main reasons we entered. We thought, there’s no judging panel or individual discretion – it’s completely up to the clients and for our work to speak for itself”
AC Accounting & Business Solutions won Best Accounting Firm for Private Clients in Australia, beating out a strong field. This has provided validation internally and garnered recognition both locally and nationally through NAB’s high circulation Business View publication. The fact that it was client-judged made the win particularly special to the firm, reflecting their client-centric ethos.
“We were shocked and grateful”
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