Every good court reporter holds customer satisfaction high on their priority list. We want our customers to be satisfied with the work we do for them. We often pride ourselves on the lengths we will go to serve our clients. But do you know for sure that your clients have gotten the service they expect each and every time they work with you? There are specific processes your firm can put in place to better ensure that your clients are continually satisfied customers.
Are Your Clients Satisfied Customers?
1. What are your client’s expectations?
A satisfied customer is a customer who has had all of their expectations met. However, there may be expectations your clients hold of which you are unaware. If that is the case, then your customer may not be completely satisfied. You need to discover the expectations your clients hold in order for you to give better service.
But how do you discover those expectations? Some of your best clients are people you’ve worked with many times. You begin to know their preferences over time. For instance, some clients will always order transcripts upon completion of the proceeding, others prefer to wait until a case is going to trial to order. Anticipating these expectations on a case-by-case basis is good customer service. You likely already know the preferences of these long-term repeat customers.
But what if you’re working with an attorney for the first time? You won’t know if they are expecting the transcript now or at a later time. It’s important to ask as many questions as you can so that you can be sure you understand what clients expect. You may even create a list of questions to ask a new client when they call to schedule a deposition. This list can cover a wide variety of areas in which your clients might have unknown expectations.
2. What are your promises to clients?
If there are promises you and your firm have made, you need to strive to always deliver on those promises. If you promise all transcripts will be delivered within 10 business days, then all reporters must understand the importance of meeting this promise with each and every client. If they do not, and if some transcripts are delivered late, you run the risk of creating an unsatisfied customer. Managing those promises can help you keep your client’s expectations reasonable. For instance, your client expects to pay a certain page rate for transcripts. However, in the case of a rush transcript, it is good to let your client know that rush transcripts have a higher page rate to compensate reporters for the overtime work they will be putting in to complete a transcript in a very short period of time. By letting your clients know this when they begin working with you, you are managing their expectations when the need arises.
3. Are you communicating with your clients?
Keeping close communications with your clients and their assistants is important for good customer service. Keeping them apprised of any issues, should they arise, will give your customer a much better experience. If you are unable to deliver on a promise, communicating this with your client as soon as possible will raise your chances of keeping a highly satisfied customer.
4. Do you send customer satisfaction surveys?
There may be times when a good client is unsatisfied with some aspect of service. Many clients will not tell you of that dissatisfaction. So how are you to improve your customer service if you do not know an issue exists? By surveying your clients, you will receive this very valuable feedback that might otherwise never have been communicated to you. Your surveys can be formally sent through email or mail on a regular basis, such as once a quarter, or you may wish to send a survey with each transcript you deliver. Whatever mechanism you use, find a way to continually ask clients how you’re doing. Once you receive feedback, it is important to act to improve your process to eliminate the concern in the future. There may be times when you will want to communicate these improvements, showing your clients that you are listening and are being responsive to their feedback.
Court reporters are known for providing excellent customer service. To continue this tradition, it is worth taking some time to consider the expectations of your clients and whether you are meeting them to full satisfaction.
If you enjoyed this article, you might also enjoy “4 Things a Freelance Court Reporter Should Never Say in a Deposition.”