There are many elements that contribute to client satisfaction.

Quality management systems that work well. . . outstanding customer service. . .and great value are three key contributors that should be goals for everyone everyday, whatever their position. These help satisfy clients. Follow-up with clients is also important. Our Client For Life Program is designed to gain client satisfaction and increase client retention. It’s helped us move in that direction. And we need to continue striving for even greater client satisfaction.

We should always use the concept: “What does the client want” as a guiding light to clearly see our way to client satisfaction. Client satisfaction must be our ultimate goal. We may think we know what a client needs. We may know from experience what a client needs. However, only the client can tell us he or she is satisfied with our work, and that is the measure of our success. Taking a “positive” approach to all the work we accomplish is one way we can bring about client satisfaction. But this idea is not limited to only the people in the field working with prospects and clients. Each of us has our own “clients.” These are the people we work for. Consider the people you support as your own personal clients. This way everyone in our Company will understand the importance of client satisfaction.

However, there are times when good work alone is not enough to differentiate ourselves. This is because when we work with prospects and clients, we enter THEIR world. Our world is filled with the projects, policies and procedures that will provide the kind of systems, service and value clients expect. Today, however, they expect more. An added way to influence and register our interest in prospects and clients is on the basis of our corporate citizenship.

In this issue you’ll read about a variety of activities the Company, as well as individuals, have taken to extend our reach into different communities. These benefit the Company, as well as benefiting the organizations and the individual. Some examples include: sponsoring golf tournaments for the Rotary and Better Business Bureau, involvement in the Taste of Polonia and Polish Discovery Festival, becoming a corporate member of the Polish-American Chamber of Commerce, Torch Award sponsorship and various individual projects. I urge you to read these articles and think about how you could extend your reach and our influence for everyone’s benefit.

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