Aristotle may have said it first, but Nipendra “Nip” P. Singh and Rita N. Singh have adapted it as their customer service philosophy: “We are what we repeatedly do. Excellence is then not an act but a habit.”
When they founded S&A Consulting Group LLP, they built every aspect around customer care. Even the mission statement of the global resource management consulting firm defines their commitment to invest time and resources up front for customers’ future growth and prosperity.
To Nip, chairman and CEO, and Rita, managing partner, building those client relationships is just like building friendships. They set the example for their employees by getting to know customers’ families, cultures, likes and dislikes. So, for example, when a Japanese client comes to town, they’ll not only make hotel and travel arrangements and accompany them to local companies to help create strategic relationships but they’ll also find a local sushi restaurant that fits the client’s preferences. From rolling out the red carpet of hospitality to literally bowing 15 times a day, S&A consultants will do whatever it takes to make clients feel at home.
It’s not just the grand gestures but the details that make satisfied customers. Consultants routinely call clients to see how they can lighten their day-to-day workloads. By staying in constant touch, they catch many problems before they arise.
Because they’re dealing with clients on a global scale, time is also a consideration. Customers can’t wait to make the right financial and management decisions. In order to offer immediate solutions, the office keeps long, flexible hours, often including late evenings and early mornings. Consultants make themselves available 24-7 to accommodate customers in different time zones.
As a result, they’ve built long-term relationships with clients — keeping some as long as 19 years.
How to reach: S&A Consulting Group LLP,
(216) 593-0050 or
www.sa-consultinggroup.com
