Absolute Certainty

What do clients want for interactions with your business?  Absolute Certainty!!

Absolute Certainty is one of the most easy-to-read business books you will come across.  It is a fictional story about Andrew, who learns how to improve his client service from a meeting with one of his own clients.  From this meeting Andrew goes through a journey of discovery about the opportunities within his business, to improve what he does.

When we read this book we were forced to look at our business and accept that we were guilty of not providing our client absolute certainty.   We have had a good hard look at what we do and how we do it, and made some big changes as a result.  A couple of changes we are looking to introduce are;

• Pricing Up Front - Accountants typically charge by the hour, after a job is complete.  In this way they are rewarded for inefficiency and clients can get a (possibly unpleasant) surprise at the end of the job.  If the client knows the cost up front they can make an informed decision before the work was done
• Scheduling Client Work - In the past we have had clients drop in their work whenever they feel like it.  This can cause us to have too much work in the office at some time, meaning delays in the work getting done.  We have now put a system of scheduling in place for when we will do each job, providing certainty to client of when their work will be complete.
  

 These are just 2 examples of what you can get from the book.  It is a great real-life looking eye-opener.

In a time when many service industries are focusing on efficiencies, this book points you back to focusing on the service being provided to your customers.

Certainty of Price, Certainty of Timing and Certainty of Standard of Delivery will turn your clients and customers into an avid referral source for your business.

What can you change in your business to give Absolute Certainty?