Profit by Design 352: How a Client Concierge Can Improve Your Client Delivery
Today’s episode continues our conversation with Dona Krebs, our incredible Client Concierge who has been with us at Tap the Potential for 17 years. Dona shares the key role a Client Concierge plays in creating a high-touch, relationship-centered experience that supports both clients and team members. She shows up at her best every day to help our clients and each team member to the fullest. We cannot emphasize enough the importance of the Client Concierge’s role and the exceptional way Dona performs in this position. This episode highlights how thoughtful delivery can directly impact client retention and overall success, from personalized onboarding to micro-innovations in service. You’ll discover how relationship-building boosts client satisfaction and loyalty, along with practical advice for improving client delivery by treating clients like platinum and team members like gold.
Profit by Design is a Tap the Potential Production.
Show Highlights:
- Dona’s explanation of the Client Concierge’s role in delivering the unexpected
- Disrupting the typical onboarding pattern with a shift to relationship-building
- The proof of Dona’s impact: 71% of Tap the Potential clients complete the first year with us and sign up for year two! (Our Net Promoter Score is 93, when the typical American company scores 20!)
- Melissa’s perspective on the support a Client Concierge provides for her role in excellent client delivery
- Highlights of Dona’s steps of micro-innovations in the onboarding process
- Dr. Sabrina’s perspective on a Client Concierge’s role to support a business owner
- Dona’s attention to the critical “first 100 days” with a new client
- Dona’s advice to business owners who want to create a more personalized, caring client experience: “Treat your team like gold and your clients like platinum.”
- Want to learn more? Book a call with us today!
Resources:
Connect with Dona Krebs: LinkedIn and VA Synergy
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