The Five Golden Rules to Set Up a Successful Legal Outsourcing Relationship
A critical component to a successful outsourcing relationship is trusting your supplier to provide you with an excellent service solution. This time, Claire Napier, Exigent Virtual Support (EVS), client service manager shares five golden rules, to have an excellent service delivery in place, none of which can be ignored:
- Knowledge: Know your client – what they need and where their pressure points are. If a client tells us a task is business critical, we know that this means they must receive the completed task right at that time.
- Client Management: Set clear governance structures to managing end-to-end client projects and use this as the platform for presenting service improvements and measuring service levels. It’s so easy to be comfortable when everything is running smoothly, but how do you continue to get the most value from your provider? We should strive to be better and deliver more with a clear value proposition.
- Responsiveness: Never let your client wonder; be clear and reactive to issues.
- Quality: Always have pride in what you deliver; your service speaks long after you’ve stopped providing. Don’t shy away from both receiving and delivering feedback. Not to forget implementing them each time for better results.
- Delivery: Stick to your word – on time, within budget and according to instructions. Clients have expectations and we need to always deliver on them. Win your business with winning clients.
