I went to a restaurant that serves “breakfast at any time”.
So I ordered French Toast during the Renaissance. – Steven Wright.
Q1. How do you get what you need if Account Management comes in fourth place?
Clearly we feel strongly about this, but customers know when account management comes in fourth place behind rigid operational processes, I.T. structure and revenue targets.
Good relocation doesn’t exist without good Account Management. Who else can translate client needs into actual services?
Q2. How do we return Account Management to its rightful status?
1. We start by naming them Client Services Managers
It will always be Account Management, but we don’t manage our accounts. We help them. So we started with a title that says this loud and proud.
Client Services Managers are relocation experts, but expertise without a door’s-always-open relationship is just a snobby professor. Learn what you need when you need it, in a discussion, not a lecture.
2. We empower them.
We give Client Services Managers the space and permission to help. Your Client Services Managers have more than words at their disposal: they make things happen.
They are thinking of the next report. They are thinking of the next white paper. They are thinking of your exceptions and trends. They are thinking you need this answer quickly.
3. We tell the other departments.
OK… let’s not suggest that operations and Client Services lock horns like two rams on a mountaintop. But we live More Extra-Less Ordinary right through All Points,which means that operations, I.T. and accounting collaborate with Client Services Managers to put clients at the center.
We won’t put relocations in a box of our definition; you define the perfect relocation all the way from authorization to final billing.
Fourth place doesn’t even get a ribbon.Together let’s restore the Client Services Manager to #1.
“It’s a refreshing change to know that I can contact All Points whenever I need to talk through an issue. It is like chatting with a trusted, expert co-worker in the next cubicle. I don’t ever worry that I am going to feel rushed on the phone. I believe that they value my input and that my questions are important to All Points’ staff.”
Annette Kohlert, Canadian Global Mobility Professional, Relocation Consultant, Farm Credit Canada