ABSTRACT
Client management, like marketing, is more an attitude of mind rather than a list of things to do with clients. To say that someone is ‘good with his clients’ tends to suggest that a person either has or has not got ‘it’ and that nothing can be done about it. This approach is not only defeatist but is unacceptable in client management which holds that everyone can learn and improve their service skills to clients because, as we have seen, a person who delivers a service to a client is actually part of the service himself. Whilst it is accepted that it will not be possible to turn everyone into a dynamic and effective client manager overnight, it is in taking the first steps towards the establishment of a systematic and firm-wide client management culture and practice that will mark out your firm as one which is serious about client satisfaction and one that is doing something about it.
