One of the real intangibles in life is this thing called “chemistry;” that tiny spark when things just “click.” If you are lucky enough to be married to someone you really love, then you know the chemistry that is required from a relationship like that. The small business owner and payroll reps relationship is very much like a delicate balancing act; as a smaller payroll company, you need to squeeze every last bit of juice from the lemon; at the same time as a small business owner you can’t afford to lost but one small cent. Payroll is changing with the changing winds; bigger banks like Bank of America are scrambling to get all small businesses under their tent; companies like Intuit are taking things even further; giving the modern small business owner even greater control and even more savings.
If you are the small business owner or payroll representative who interacts with your small business payroll customer service representative (CSR) every quarter, month, week or every time something is amiss, you know the importance of being able to get through to that person so that your problems are resolved. Even better is the small business payroll CSR who contacts you before something goes wrong and fixes the issue so that there is no issue.
Attaining that level of insight and foresight requires that you hire good people. It also takes a certain amount of that indefinable chemistry. When the chemistry is not good between a payroll company’s CSR and the client then that does not speak well.
Just because a payroll company is talking to clients over the phone or via email or Skype doesn’t mean that the client/representative relationship is any less valid than that of any other retail relationship. If your egg over medium was served to you char broiled, you’d give an earful to the waitress, her manager, and send it back; if the seats of your Aston Martin went flying off the chassis, you would surely call your insurance company and then call the dealer to let them know of your displeasure. So why should your payroll CSR relationship be any different?
The payroll company’s CSR needs to understand intimately the needs of the business and of their clients so that they can not only bring them the information that they need, but deliver it to them on their schedule and on their terms.
One thing CSR’s delivering information need to remember is that their clients are, at the end of the day, individual people, with their own quirks and idiosyncrasies. If CSR’s are able to anticipate and change with these have specific needs of the individual, then they are likely to earn the clients respect, admiration, friendship and trust.
Not all business is the same. Even in this day and age there are still some businesses who don’t like to use the Internet or email. Their money is still as good as the next clients; your CSR’s need to be able to adapt and respond to these facts. Accept them as facts and just adapt. Don’t try to change people who have gotten to where they are doing things in their own way. In truth talking to people over the phone can be a lot more reassuring than an email anyway; when large amounts of clients’ money is involved, these things should be respected.
Even deeper than that; there may be only certain times in peoples weeks when they deal with payroll. So if your small business payroll CSR needs to make themselves available during a two hour window on Tuesdays and Thursdays, then that’s what they need to do.
Trust is so important. When your small business payroll CSR’s are concerned, they need to adapt to the needs of their clients.