Skip to content

Performance Standards

September 22, 2009
by Shannon Vincent

If you are wondering how to differentiate your firm/business from your competitor or the business down the street or on the other side of town…. Here’s one way.  Performance Standards.  Effectively performance standards are commitments that you make and live by internally and externally.  Here’s an example:

We are THINKING PEOPLE WHO CARE and we ALWAYS ACT IN THE BEST INTERESTS OF OUR CLIENTS. We achieve this because we live by the following performance standards:

  1. We deliver exceptional, personalized service as measured by an increased client delight index assessed every six months at client advisory boards
  2. Our turnaround standards are 14 days for the completion of work (or as committed to with the client for larger projects), 24 hours for returning emails and 4 hours for returning phone calls
  3. We meet with all of our premium clients at their premises at least twice a year
  4. We are proactive in determining our clients’ needs; all of our clients are invited annually to complete a financial assessment
  5. We provide all clients with the option to receive a fixed price before the work is started on all jobs, no matter how large or small
  6. We have an innovative culture; at least 25% of work revenue each year is derived from new services introduced to clients
  7. We have a culture of continuous learning. We believe that the secret to success is the acquisition of new skills, the application of those new skills to assist our clients, which then motivates us to acquire even more new skills.


from → General
No comments yet

Leave a Reply

Note: You can use basic XHTML in your comments.

Subscribe to this comment feed via RSS