LRMG Performance Agency

Lessons Learnt in Service Excellence

Posted in Article on February 29, 2016 by: Jenny Senneck

Expectations around service and support are changing, as they should, and we need to make sure we are aware of the expectations of our clients and that we don’t just meet, but exceed these expectations.

While building trusted partnerships with clients, there are some core, basic fundamentals that we have seen are critical to customer success and being able to build trusted partnerships. It’s not an easy task, and one that shifts hourly in the SaaS world. Never think that a happy client this morning will still be happy by the afternoon. Eight hours is a very long time when maintaining delighted clients. 


But what keeps us energised and engaged to maintain happy clients is getting this task right. Easier said than done, though. How do we do this?


I regularly remind myself of bad service experiences I’ve had recently and they all track back to the three elements below. It’s not brain science, just basic fundamentals of caring about what you do, your clients and making sure that you do everything in your power to deliver excellent service.


  1. Ask the question. If we don’t know what the expectations are, we certainly can’t meet them. We also know that clients look to us for guidance on what they should expect in the beginning. Once they mature, we need to keep on top of their growing expectations.
  2. Be honest. Transparency goes a long way. Don’t over commit. Be able to say no when you know you can’t achieve it and then negotiate the next best alternative. Our clients have clients too and they know the feeling of over committing and not being able to deliver on it. Just lay it out there and agree on the way forward. When you ask for your clients’ help and understanding, nine times out of 10 they will surprise you. If you don’t ask, you won’t know! Our motto: Under promise and over deliver.
  3. Once you have made a promise, stick to it! Don’t miss the deadlines. Make sure you communicate daily, and if timelines are short, more regularly than that. What clients don’t know they cannot manage. When last were you irritated by a service provider that didn’t keep you updated regularly, so you could make your own decisions?


For me, trust is the only measure of success for service performance.


Jenny Senneck is a Junior Partner at LRMG Performance Agency, where she is the Operations Manager of PET – LRMG’s Performance Enabling Technology business unit. Learn more about what our PET team can do for you.

blog comments powered by Disqus