10 keys of successful delegation to enhance client service

Introducing our first guest post by Greg De Simone, a certified business coach at FocalPoint Coaching on the 10 keys of successful delegation. I love the way Greg’s points tie so nicely into improving the customer experience…

I recently read a post from a Kirsten Hodgson, a LinkedIn connection and a marketing specialist for professional service firms, titled, “Eight Questions Every Professional Should Ask When Taking New Work Instructions.”   The pervasive thought that came through was that establishing expectations with clarity was mission critical when bringing on new clients.  I couldn’t agree more.   Cleary defined expectations agreed upon at the outset of an engagement or on-going relationship are essential if client retention is one of your key metrics.

Here are the eight questions Kirsten posed:

  1. What outcome are you looking to achieve?
  2. How important is this work to you/your organisation?
  3. What’s your deadline for this work?
  4. What are you looking for from us? All the options or our recommendation?
  5. What’s your budget for this work?
  6. Do you need to present the advice to anyone internally?
  7. Will you be our key contact on this matter?
  8. How frequently would you like progress updates and what format would you like us to communicate these in (e.g. face-to-face, phone, email)?

It also struck me how similar the fundamental concepts in those questions were compared to a delegation workshop I routinely deliver titled,  “The 2nd Most Powerful Time Management Tool – delegation for the business professional.”  The workshop summarizes the ten keys of delegation that I, as a Brian Tracy certified FocalPoint business coach, use to help improve my clients’ productivity and profitability.

Here’s a brief summary of the 10 keys to delegation:

  1. Focus on your high value activities
  2. Do what you do best….. delegate the rest
  3. Delegate based on demonstrated competence
  4. Define task clearly
  5. Set a deadline
  6. Establish milestones
  7. Agree on resources
  8. Agree on consequences
  9. Put it in writing
  10. Inspect what you inspect

Notice how clarity and expectation setting are woven into most of the key items.   So, just as we want our relationships with our clients clearly defined with mutually agreed upon expectations, so do our employees when we delegate tasks, activities and projects.    By following these steps (both Kirsten’s and mine) any professional practice can improve the performance of their staff which in turn will lead to improved client service.

What other things do you think are critical when delegating work/tasks? 

Are there any other tips you’d add to Greg’s list? 

Specialising in professional services and law firm marketing. I help firms to retain and grow existing clients and attract more of their ideal clients. My core services include social media for lead generation, voice of the client programmes and tender strategy and development. Outside of work I love to run. I’m a bit like Forest Gump in that I’m not that quick but can keep going for ages. I also enjoy coming up with new inventions. Unfortunately, most of them have already been invented! | * Professional services marketing consultant | * Legal marketing consultant | * Law firm marketing consultant