Find out if your CSRs are willing and able to provide quality client service.
If you can't service your current clients, you don't deserve new ones. And often, when current clients aren't served properly, it's because the staff is demoralized-or at least not in tune with each other. You need to find out whether your staff is happy enough to serve your clients the way you want them to.
Your goal is awesome client service that attracts new clients through endless streams of referrals. Use this five-minute survey to ask your employees how they see your agency.
How do you see your agency? (5 is yes or excellent; 1 is no or poor)
1. Do you understand the agency's goal? 5 4 3 2 1
2. Do you know how the agency operates? 5 4 3 2 1
3. Does management give you helpful feedback? 5 4 3 2 1
4. Does the agency cares about your personal needs? 5 4 3 2 1
5. Does the agency do what it says it will? 5 4 3 2 1
6. Do you feel that turnover is low? 5 4 3 2 1
7. Does the agency support innovation? 5 4 3 2 1
8. Is the agency consistent? 5 4 3 2 1
9. Does the agency develop good leaders? 5 4 3 2 1
10. Does the agency encourage staff ideas? 5 4 3 2 1
11. Does the agency communicate to staff? 5 4 3 2 1
12. Does the agency treat people fairly? 5 4 3 2 1
13. Do employees have a chance to make decisions? 5 4 3 2 1
14. Does the agency support professional improvement? 5 4 3 2 1
15. Is the agency a fun place to work? 5 4 3 2 1
16. Would you recommend the agency as a place to work? 5 4 3 2 1
17. Does the agency provide great client service? 5 4 3 2 1
18. How do you rate the agency overall? 5 4 3 2 1
Take pride in your strengths and zero in on your weaknesses. Appoint a team leader for each weakness, and ask that person to invite two others to join him or her to make a report to management about the steps necessary to increase your score in that particular category. Evaluate again in six months.