We describe ourselves as Professional Process Servers, convinced we are providing our clients with the best, most professional process service available. After all, we are members of the National Association of Professional Process Servers! But are we really providing the professional level of service we believe we are? What sets us apart from the not quite so professional process servers? More importantly, how do we make our clients understand the difference? How do we make them recognize us as the true professionals?
Clients are very often faceless voices on the other end of the telephone. They do not witness the extraordinary efforts our servers make to effect personal service. Clients are not peeking over our shoulders as we tickle the computer keys to obtain a lead on a defendant's whereabouts. They certainly aren't there to watch our backs as we knock on doors in high-crime areas. Instead, clients are only able to see what we show them. Consequently, we can do much to control their perception of our professionalism.
Affidavits, returns of service or other reports are generated after assignments are completed. They indicate what occurred on each assignment and are actually the finished "work product" our clients receive from us. However, these documents do much more than simply telling our clients what we did for them. They also give a strong sense of the type of service we provide. When they receive clean, neatly typed or computer-generated, laser printed affidavits that are properly completed, it shows that we take pride in our work. It demonstrates a level of professionalism that they can be sure permeates every facet of our operations. On the other hand, if returns are handwritten in crayon, crumpled, coffee-stained and only half completed, clients may justifiably worry that the same lack of effort went into the actual service.
Our marketing materials also attest to our professionalism. Concise, clearly written pieces get our messages across and portray us as the confident, true professionals that we are. However, spelling errors and barely comprehensible ramblings distract readers from our intended message. Again, they have to wonder what pride we'd take in our service if we'd allow such sloppy material to represent us and tell our story. If writing isn't among your talents, consider hiring a qualified professional to produce your brochures and other advertising materials.
Another way our clients are made to realize they are dealing with a professional service is the way in which they are treated on the telephone. If you are having the kind of day where everything has gone wrong, you are fed up to your eyebrows and the last thing you want to do is to talk to another demanding client, you can't let this stress be evident in your telephone manners! Instead, smile as you speak, convey a positive attitude and greet clients so that they feel as if they are your best and only customer. Listen to your client's needs and assure them that you can help (but only if you can! Don't ever make promises to clients that you are unable to keep, or they will never trust you again.) You want to make callers feel good about giving you their business so they'll want to call you back the next time. After all, these are people who have money to spend! Incidentally, fellow NAPPS members who contact you with forwarding work are no different than any other client who sends you their business. We should all be treating each other with the same courtesy and respect we would show any paying customer. It's surprising how many NAPPS members don't seem to realize this.
The manner in which complaints are handled is another important demonstration of professionalism. Unfortunately, no one is perfect. When the occasional mistake is made and a client calls you to point it out, give them your undivided attention, even if all hell is breaking loose in the office. You want to convey that their situation is very important to you and assure them that you will look into it immediately. Make it clear that you will do everything possible to fix the problem, find out how it occurred and make any necessary changes to keep it from happening again. After making such promises, it is very important that you follow through and report back to the client as soon as possible. If the error was your fault, do whatever is necessary to make it right at your expense. You might loose a few dollars on that particular job, but you will have a satisfied customer who will be happy with the way you responded to their crisis. Not only will you receive repeat business, but also they'll refer some of their colleagues to you.
Once we begin trying everything possible to demonstrate to our clients that we are truly the nation's best, most professional process servers, how do we know whether or not we are succeeding? Simple… ask them. One way would be to include a short, quality assurance questionnaire with your invoices. Clients will be made to realize that we value their opinions and that their input is important. Such surveys are excellent tools that can also point out weak areas that we may not have even been aware of.
Operating a Professional Process Service isn't easy. Success requires a consistent team effort. The National Association of Professional Process Servers is a tremendous resource and joining the association is a step in the right direction. However, we do not become Professional Process Servers simply by paying our annual dues.
Professional Process Service? It seems clear to me that the key word here is "Service." And service doesn't end when the witness or defendant is holding the papers.
