Client Service Imperatives

Client Service is the most important thing we all do in business, as there is no better method of achieving ongoing business success than providing excellent and consistent client service.

Cooper Grace Ward abides by a clear set of Client Service Imperatives designed to maintain consistently high levels of service for clients across all areas of our business. These standards have been developed in consultation with our clients. They confirm CGW's ongoing commitment to delivering exceptional service and are used as a reference point for both our clients and our team of professionals.

Client Service is the responsibility of every CGW team member, whether our clients are internal or external. To achieve this success, every person needs to know what delivering exceptional client service means and ensure they live by the imperatives in their day-to-day interactions. It is only by having exceptional people delivering exceptional client service that CGW will achieve its full potential.

Understand our Clients and their Business

• Be proactive in gaining a thorough understanding of the client and their business including their customers and competitors, political, financial, market and other relevant issues as this will assist in delivering relevant & practical advice and solutions.
• Take the time to do some research on the client to demonstrate your interest and broaden your knowledge of them.

Be Energetic and Enthusiastic

• Demonstrate interest, energy and enthusiasm for the client and the work being performed. After all, the client chose CGW and many other firms would love the work. 
• Take a broader interest in the client's business and issues. 
• Be available for the client to call to discuss any matters directly or provide another point of contact if this is not possible. 
• Return all telephone calls and emails within one business day or where this is not possible arrange for an Administrative Assistant or other Author to do so.

Deliver on our Commitments

• Ensure clarity about what expectations the client has of CGW. Restate your understanding of the client's expectations to ensure you both agree. 
• Confirm in writing as soon as possible on important matters. 
• Ensure any promises that are made are firstly realistic and secondly are met or exceeded consistently. 
• Where problems arise communicate early and re-set expectations. All team members need to take "ownership" for the service standards at CGW.

Provide Commercial and Practical Advice and Solutions

• Be proactive in anticipating potential problems and identifying solutions to these challenges. 
• Ensure the advice and solutions meet the client's needs and particular circumstances and expectations. 
• Use Plain English in all drafting & speak in clear concise terms particularly where matters are complex in nature. 
• Ensure the client is constantly appraised of costs versus risks and be diligent in contacting the client or other party to resolve issues quickly. 
• Keep client advice simple in structure to enhance understanding.

Always keep Clients Informed

• Agree with the client on the information they would like to receive, how often and by what method of delivery. 
• Always inform the client as soon as possible of legislative and other changes that may have an impact on their business or on industries that the client's customers deal with. 
• Agree with the client what level of detail is required when invoicing to avoid issues at later date - perhaps provide an example of a standard bill.

Develop and Enhance Relationships

• Wherever possible, it is preferable that clients have access to a staff member to answer telephone calls rather than voice mail.
• Ensure the client knows the members of the team who may be assisting with their work and ensure anyone who will be contacting the client is introduced ideally in person however if this is not possible by telephone or email. 
• Look for opportunities to personalise the service i.e. deliver the advice in person.
• Maintain relationships with key clients by meeting/speaking regularly on an informal basis. 
• Assist your clients to meet other clients with shared business or other interests. 
• Develop broader client relationships than your initial contact.

Download a copy of our Client Service Imperatives.