Customer relationships are often forged on a one-to-one basis in the world of business. But at Herbruck Alder, maintaining those relationships through great customer service is a team effort.
Teamwork and communication are foundational to client service at Herbruck Alder, which is headed by Chairman and President Mark Alder. The employee benefits firm is divided into several client service teams. Each team consists of at least one firm owner, an account executive, an account manager, a project manager and an inside service person. The setup allows the client service teams to work together in a manner that best serves the client.
Each team meets weekly to discuss client activity and new products and to review each person’s progress in following Herbruck Alder’s companywide client service plan.
The client service plan includes specific targets and dates, which all team members are expected to follow. The plan also describes ongoing services and value-added services that the firm has available to clients.
New hires at Herbruck Alder are given a copy of the firm’s client services plan as part of their training, and new hires are trained by a member of the client service team to which they are assigned. The service plan is reviewed during weekly team meetings to ensure that the new hire understands the plan and is using it properly.
The reinforcement of the customer service philosophy continues after the initial training phase. During monthly meetings and the firm’s annual banquet, it is reinforced by management that each employee is the face of Herbruck Alder in the community. The firm continues to train all associates on the importance of customer service with outside training from motivational speakers.
In addition, the firm’s leaders provide spot bonuses to employees who make a significant contribution in securing a new relationship and setting an example for other employees to follow.
How to reach: Herbruck Alder, (216) 623-2600 or www.herbruckalder.com
