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How a title can be a tool to enhance your client experience [VIDEO]

Here’s a short video (just over 2 minutes) with a practical idea to help your business grow. 

I’ve also included the written version if you prefer to read it.  

Give it a go – and make every minute count!  

Today’s video shares how you can enhance your client experience by considering the titles of your team.   


Let me ask, “what’s your title?” 

And importantly what are the titles of the members of your team?”  

So what do they go by?  

And even though this doesn’t seem like a big deal cause honestly there’s bigger fish that you need to fry (rather than what someone’s title is), but someone’s title can be a really good tool to help position them in the eyes of your client, in particular prospective clients, when you’re trying to get them to understand who does what and who do I go to for what.  

So too often we use titles that are very specific to our industry or to our world that we know, things like receptionist or assistant or what have you.  

But if you’ve got someone that’s important in terms of the relationship that the client has with your business, then make sure that title reflects it 

So rather than just, you know, client services or client service administrator or client service officer, which I see a lot of, what about client experience manager or director of client experience or director of client engagement 

And look, some titles can get a little bit crazy and a little bit left field.  

But what that’s saying if I’m the prospect sitting there or I’m just meeting you for the first time is, wow, so this person is responsible for doing these types of things… to do with the experience I have.  

So what it might mean is that next time I want to ring up, I might actually ring them instead of ringing you.  

Or you know the person that sits at the front desk, they’re not just the receptionist or the secretary, they are someone who is really heavily involved in creating that first impression and helping you out.  

So think about the titles that you use and think about; are they delivering the message you want, to the people who are going to be working with you, in the right way?  

And even more important, for those that are actually client facing and sitting opposite clients, what is their title?  

And does their title help make that experience for that client a much better one and make them feel even more important and cared for 

So whatever you do with that Make It Count.  


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