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Written by Jerry Rustom, Manager, Client Services
At Nahan, we understand that each client’s needs are unique, and delivering exactly what they want, how they want it, on time is our top priority. Our Client Services Team plays a pivotal role in ensuring a seamless, efficient, and personalized experience from the moment we learn of an opportunity to the final delivery. Here's how we work to make sure we're aligned with our clients’ expectations, and how we ensure everything is delivered to the right place, at the right time, and in the right way.
Understanding Client’s Needs: The Foundation of Success
Before anything can be delivered, it’s critical that we fully understand what our clients need. This begins with clear and open communication from the outset. Our Client Services Team works closely with every client to ensure we have a complete understanding of:
- The project scope: What exactly are we delivering? Our Client Services team makes sure we’re aligned with the client’s vision and goals.
- Specific requirements and preferences: Are there any special instructions, formats, or specifications? Who are all of the client stakeholders and what are their roles in the project? We gather all the necessary details to tailor our services to our client’s expectations, along with making recommendations.
- Managing timelines: What are the client’s key deadlines? Which stakeholders are involved in which steps of the process? How urgent is the project? Our Client Services team works to set realistic delivery dates and confirm that we can meet them.
This step is crucial, as it establishes the foundation for everything that follows. We ensure that there is no ambiguity in what our clients are asking for. If anything is unclear, we ask the right questions (and as trusted advisors, we make necessary suggestions) to ensure full alignment.
Writing Clear, Actionable Job Instructions
Once we’ve established a complete understanding of the client's needs, the next step is to translate that into clear, actionable job instructions. This is where the expertise of our Client Services Team shines, as we’re able to break down each aspect of the project into detailed instructions that ensure:
- Precision: Every detail is captured so that the project can be executed without error. From the most detailed specifications to the broadest brand requirements, our team ensures everything is accounted for.
- Clarity: The goal is to ensure instructions are written in a way that is easy to follow and leaves no room for ambiguity. This ensures that the teams involved in the delivery process are all on the same page.
- Prioritization: We determine which aspects of the project are most critical, helping our teams focus on delivering the most important elements first and avoiding potential bottlenecks.
These instructions are carefully reviewed and confirmed with the client, ensuring that we haven’t missed anything important. Our goal is to avoid surprises, so we aim for clarity and thoroughness in everything we do.
Communicating Details/Logistics
Once the job instructions are in place, it’s time to ensure the delivery is executed flawlessly, and we partner with our postal team and other various internal departments; Outside purchasing, production, logistics, and quality control—to ensure that each step is handled with care.
- Timely Coordination: Our team works with the necessary departments to ensure the project stays on schedule. We actively monitor progress and adjust plans as needed to ensure timely delivery, even if challenges arise along the way.
- Quality Assurance: Quality control checks are conducted at various stages throughout production. We ensure that what you receive is exactly what you asked for, without any compromises on quality.
Throughout this process, our Client Services Team stays in close contact with clients, providing regular updates and offering support whenever needed.
Ensuring Client Satisfaction
Our commitment to excellence doesn’t end once the delivery is complete. We believe in building long-term relationships with our clients, which means ensuring that they are completely satisfied with what they receive.
- Feedback Loops: We encourage open feedback from clients, which helps us continually improve our processes. Whether it's a suggestion for improvement or a compliment about our service, we take client feedback seriously and use it to enhance future projects.
- Continuous Improvement: If any issues or challenges arise, we work quickly to resolve them. We also use this feedback to improve our systems, instructions, and communication for future projects.
The Key to Our Success: A Collaborative Approach
At the heart of everything we do is a collaborative, client-centric approach. Our Client Services Team is committed to ensuring that every project is handled with care and attention to detail. By working closely with our clients, and maintaining clear, open communication at every step, we make sure that we deliver on our promises and exceed expectations.
Our goal is simple: to make sure our clients get what they need, how they need it, and when they need it—every time. Whether it’s a complex or straightforward project, our Client Services Team is here to ensure that everything goes smoothly, and that our clients are fully satisfied with the final result!