Episode #14 - Delivering a great client experience takes more than having a big heart

The Innovate For Impact podcast is for leaders in the social sector who want to create a more innovative and impactful organisation.  Each episode is jam packed with tips on how you can deliver more impact, and we bring you stories from other leaders in the sector that are making a difference.

Dan and Tracey highlight the importance of delivering a great client experience. How having a big heart is necessary to deliver a great client experience but isn't everything, and some tips to consistently deliver a great client experience to the people you support

Here’s a taste of what Dan and Tracey cover in the conversation.

  • Tracey states the importance of being flexible in your approach to your service delivery. Different clients need different thing at different times

  • Dan talks about good service design and giving employees the right tools and client experience training. 

  • The role training plays in consistency of experience

  • How your clients are the face of your organisation and clients don’t care about internal departments and whose fault it is

  • Tracey states that while hiring, sometimes people look for experience rather than the attributes. However, solely experience doesn’t indicate the success of a person in a particular role. 

Links from the episode

  • The 'Innovate For Impact Self Assessment': Click here

  • Impacto Consulting on LinkedIn: Click here