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Core: Officers Have A Core | Quality
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  • What are the quality markers in your business system?
  • Who is responsible for hitting these checkpoints?

What is the system,
for you, and for your client, when a problem is discovered?

15 Responses to Quality
  1. Nashica McRath
    March 8, 2020 | 10:51 am

    As a Financial & Investment Advisor there are many quality markers. Both for the investment options and for me as the the Financial Advisor providing world class financial advice and solutions personally tailored to meet their needs for the express purpose of meeting or exceeding life style preservation goals. My quality markers include but are not limited to continuous communication and updates to my clients, reviewing and ensuring we are investing in quality investment options that are right for them. Ultimately, I am solely responsible for hitting these checkpoints. When I discover there is a problem, and depending on the problem, I will communicate the good and the bad to my clients, review investment options, review portfolios, make any necessary changes agreed upon, etc.

  2. Joe Gottlieb
    March 8, 2020 | 3:52 pm

    As a business transactional attorney I am tasked with finding solutions to my clients’ unique situation, whether it is closing a purchase/sale of a business, negotiation a lease or structuring the addition or departure of a key employee. The quality markers may include ensuring the client understands the various documents and their purpose in the deal as well as identifying the aspects of the transaction that may be negotiated. When roadblocks appear, my experience gives me a toolbox of potential work-arounds to offer to get to the finish line.

  3. Terisha Tatter
    March 8, 2020 | 10:47 pm

    Most of my clients come to me for pain relief. Since I am a Pilates Instructor and Massage Therapist,I offer a variety of ways that I can ease their pain and address their issues. Through massage for a fall or injury, or if it is a dysfunctional movement or structural pattern; Pilates to lengthen and strengthen their body with machines in the studio, exercises at home, or tools that they can use daily for pain relief (better yet in between sessions for faster improvement). Offering a variety of ways to achieve results is part of my unique quality.Another quality marker is my cancellation policy. My industry is famous for instructors or therapists “flaking out” on appointments, and as a result clients feel they can do the same. A significant quality marker is my 24 hour cancellation policy to avoid the full fee that all clients sign and agree to prior to service. . (everyone gets one emergency freebee a year) I hold myself to the same standard so clients understand that I value their time as much as my own that their time is as important as mine. As a result, my clients know that I am in the business of providing pain relief, but that it is my business and that I understand I may not be a fit for everyone. This ensures that I not only provide my clients with the best quality/service I can, but clients as well. A win win

  4. Dr. Nikki Hirshowitz
    March 9, 2020 | 8:30 am

    My patients come to me for a variety of reasons and the majority of them after seeing their xrays notice the need for corrective care. One of the quality markers I use for corrective care is pre and post xrays. Is their spine where its is supposed to be? If not is what I’m doing moving it that way? That way I have objective measures to show their progress. We both are responsible for hitting checkpoints. I can’t measure and care for them if they aren’t there! It takes a commitment from both sides of the team to make it work. As for problems, most of my patients have a unique situation that keeps me on my toes but my checks and balances are pre/post x-rays and other objective measures along with constant communication so nothing gets lost in translation along the way!

  5. Alberto Sapoznik
    March 9, 2020 | 11:44 am

    My clients are referred to me, because they need help with their business space needs.
    One of the 1st things we go over with our new client, is how the “system” works. Questions such as: What is included in my rent? Can we leave early (before the lease is up)? If it is a Retail space, do I have to be open every day? come up, and we will give them our answers, based on over 30 years in the Commercial Real Estate field.We provide professional services that every business owner needs when leasing or purchasing their own commercial real estate space.
    Frankly our checks and balances are how often those same clients refer us more clients (their friends and colleagues) , based on their experience working with us.

  6. Laurie Nolan
    March 9, 2020 | 1:57 pm

    As trusted Risk Advisor to my clients, I am counted on to be a guide through the many ups and downs of insurance. The most important quality marker in my industry would be ensuring that the proper coverages are in place at all times. Staying in touch with clients to ensure that any life change has been accounted for in regard to policies in place. Good, bad or ugly….my news to deliver!

  7. Karen Williams
    March 9, 2020 | 2:21 pm

    At The Williams Firm, P.C. there are a number of quality “markers”in our practice. There are judicial quality markers, ethical quality markers,strategic quality markers and customer service quality markers. Ultimately, as he head of he firm, I am responsible for all of them, though other members of my team may be responsible for their implementation. I believe that the quality we provide our customers begins with clear expectations as to what is to be done, when it is to be completed, and how a task is to be done. We use client reviews, file reviews, weekly update systems, calendar reviews and conflict reviews to ensure that matters are handled as appropriately. Should a problem arise, I work directly with the client for its resolution.I believe that is important for the client hear directly from me, so that they know that I am aware of the issue and that I am going to take action toward its resolution. Clear, timely,direct communication is so very important in resolving client issues. We use prevention as a first and continuous step, and direct commmunication and action if prevention is unable to stop a problem from arising.

  8. Kerry Singley
    March 9, 2020 | 2:33 pm

    Has an auto repair facility, the markers are, you are generally having problems. As the owner of Autoworks1 we do our best to make sure that our customers feel like they are part of a family. We are not just looking at them as a transaction to add to our bank account. As many of the company or chain stores have quotas that must be met for their corporations to make the money that they need to pay their corporate beneficiaries we at AutoWorks1 do not have that. So when you visit Autoworks1 you can feel rest assured that if we recommend something it is a true benefit to you and your car and not something that we have proposed just for our own benefit.

  9. Elwood Hemming, IV
    March 9, 2020 | 2:37 pm

    With my Company, I make sure that I fully communicate with the customer from the start all the way to the end and ans. all questions. I also follow up with the customer with a thank you card in the mail a week after work and a few times though the year. I also do a walk around the property before and after the washing. To make sure everything is done right and correctly. I also ask my customer if they don’t mind leaving a review.

  10. Leslie Brooks
    March 9, 2020 | 3:45 pm

    With Corporate Payroll Services we take care of clients from start to finish, and for years and years to come. Quality markers in out business starts with polite and proper marketing and phone calls followed by an appointment, and then the close.
    If a client doesn’t run payroll, I follow up to find out what their fears may be. Maybe I didn’t explain a step. Clients appreciate this follow up even if they decide to run at a different time.
    Finding my clients payroll problems and fixing them is what we do at CPS. We use all resources from processors all the way up to the VP and Owner. Solving clients problems through strong communication is key!

  11. Mason Hardin
    March 9, 2020 | 7:33 pm

    Markers of quality in my field would be the accuracy of the tax return filed and a stress-free filing experience. We ensure the accuracy by having all returns undergo an internal review by one of our CPA’s in the office. This is where we check for accuracy, typos and possible additional deductions that may have been missed. Once we have completed the tax return and performed our review, we go over the return with the client and make sure they understand what went into their tax return and answer any questions they may have.

    The relatively stress-free fling comes from proper planning and projection of taxes. We achieve this by working with our clients to estimate what the upcoming year will look like and work out possible strategies to have their tax bill be as low as possible.

    Communication is key to resolving any problems when discovered. Be that communicating with the client about an IRS notice or omissions on the returns. This allows quick resolution and minimal fuss from the IRS and allows the client to focus on what they do best rather than grapple with the tax code.

  12. Jill Paxton
    March 9, 2020 | 10:32 pm

    As a residential real estate agent my markers are many different things. I am more than just a Realtor for them. I get to know my clients on a personal level so that I can help them find their perfect home or sell there home. It is more than just a transaction for me and I like for them to understand and feel that.

  13. Jeff Buchweitz
    March 10, 2020 | 7:55 am

    As a mortgage banker, everything starts with a loan application. From there, I work with my clients to ensure that we identify the best mortgage products for their goals. An important marker is the credit report; it drives type of product, interest rate and ultimately whether or not the loan can be approved. I work hard with clients to identify strategies to keep good credit scores and increase scores so that they put themselves in better position. We encourage clients to hold-off on opening new accounts or making big purchases prior to closing so that it doesn’t affect their goal of purchasing a new home.

  14. Mary Ann Staff
    March 11, 2020 | 12:33 pm

    As a banker, there are many quality markers. Listening and getting to know my clients is so important. This let’s me provide them with the best banking solutions to fit their needs. Follow up is a quality marker to be sure everything is going the way the client expected and meets their expectation. It is my responsibility to provide the best customer service to my clients. If a problem occurs I am right there to assist and fix it. My clients can call me directly to get things done.

  15. Doug Wheeler
    March 13, 2020 | 1:03 pm

    If you were mentoring a new employee in your industry, what is the first principle you would share with them?
    I would tell them you should be nice. Even when the customer is a DUD! You can make them leave. But be nice.

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