What can you do to tip the odds in your favor? The answer appears simple–satisfy more customers. But, if you want testimonials, referrals and repeat customers, don’t just satisfy them—you have to deliver knock-your-socks-off service!

In order to give your customers what they want, you must know what they want – assuming won’t guarantee out-of-this-world customer happiness.

Measure customer satisfaction
Here’s where a targeted client satisfaction survey comes in—it takes the pulse of where your clients are on the happiness scale.

Human Capital Strategies has been conducting a customer survey for the past two years. It is now part of their strategy to maintain clients and increase referrals. Jason Knight, Founder states, “We focus on fulfilling our company’s mission statement, which makes a promise to our customer about the quality of service we provide to them. It made sense to ask them how we were doing.”

Target areas to improve
Knight targets communication, problem solving, fulfilling client expectations and whether services were completed in a timely manner. The 2009 Survey shows a high percentage of customers were satisfied with:

• Communication with clients 95.83%
• Timeliness of service and problem solving 100.00%
• Meeting client expectations in value of service 94.66%
• Ease of doing business with 97.92%

Take action
Although the numbers look good the past two years, Knight challenged his staff to improve the quality of their services to their clients. It must be working, because Christine Nichols was a finalist in the 2009 Phoenix Human Resources Manager of the Year (http://www.prlog.org/10433384-human-capital-strategies-celebrates-christine-nichols-selection-as-hr-director-of-the-year-finalist.html), and Human Capital Strategies was named a finalist for the 2009 Sterling Awards (http://www.prlog.org/10404152-human-capital-strategies-named-sterling-award-finalist.html).

It’s clear that one of the best ways to ensure success for your company is to ask customers how they feel about your service. If you fall short of their expectations, then up your game. Take action and then next year, take another survey

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You might also recognize behaviors that you want repeated, such as out-of-the-box thinking, team work or even timeliness and attendance.

Or, perhaps you want your recognition program to create a positive work environment.

Recognition prized by employees

Even if revenue is down, you can create an effective recognition program that does not have to cost a lot of money. Here are some tips for making your valued employees feel like they really are valued.

Say, “Thank you.”

Think about how a sincere, genuine expression of gratitude feels to you. It feels pretty good, doesn’t it? It’s the simplest, and often the best way to tell your employees that they are appreciated.

Thank them for great performance on special projects—as well as doing a good job on their regular responsibilities. Everyone likes knowing that they are contributing.

Recognize individuals and teams publicly

Foster an environment of recognition by recognizing the good work of individuals and teams at staff meetings. This can help motivate your employees to consistently perform at high levels.

Nominate staff for professional awards

If employees are members of professional organizations, find out if they might be eligible for recognition from their organization. It will only cost you a little time in research and to fill out and submit applications and supportive information.

Pass on compliments from clients

If your clients express appreciation for a job well done, make sure your employees hear about it. It’s nice to know that your job makes a difference to customers.

Coach employees

Help your staff perform even better by coaching them on new responsibilities or their current responsibilities if you’d like improvements. Regular job performance reviews help your staff know what is expected of them and how they’re doing in meeting those expectations.

Human resources create formal program

Talk with your human resource director to establish effective, consistent ways to acknowledge employee excellence. A formal program will help you to establish an environment of recognition.

If you do not have a human resources department, there are professional human resources consultants who can help create a program that motivates, reinforces excellence and creates a work place that acknowledges outstanding performance.

(NOTE: Image courtesy of www.freedigitalphotos.net)

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Don't let upcoming IRS audits worry you. (Image courtesy of FreeDigitalPhotos.net)

participate in a special audit by the IRS. This study, conducted by the IRS National Research Program (NRP) will study employment taxes. The purpose of the study is to gather data to calculate possible ‘employment tax gap’ issues and target areas that may be future problems.

Audit specifics
The audits will likely involve a thorough review of the Employer’s Quarterly Tax Returns for the targeted year(s). Other related documents may also be reviewed, possibly forms 1120, 1065 and more.

This will be the largest audit since 1984, and will take place over the next three years. The IRS will examine 2,000 businesses in each of those years. The businesses will be selected at random and will represent a large cross-section of U.S. companies.

There are five main areas that the IRS will focus on: worker classification, reimbursed expenses, officer compensation, fringe benefits and non-filers. It’s a good bet that the auditors may look at other details as they review the five targeted elements.

There is nothing that a company can do to prevent being chosen for the audit, but there are steps that they can take to help make possible audits, future filings and compliance easier.

Review payroll services
Small business owners should review the current payroll practices, focusing on the five areas that the NRP have identified as their specific focus. Review the three most recent years’ employment tax returns, the filing documents and supportive records. A third party payroll service expert can help with this process.

If your company is selected, follow these steps:

• Designate a company representative who is responsible for IRS communications
• Early in the process, retain a payroll service and tax expert
• Request time to respond to IRS requests

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This is the first time since 1975, the year that the Social Security Administration instituted a cost of living adjustment, that they have not adjusted the benefit.

The SSA’s Office of the Chief Actuary predicts that there will be little or no change in the wage base in 2011. The actual number won’t be determined until next October, but the estimate is sound, based upon the accuracy of the previous years’ predictions.

The 2011 prediction will help your CFO with budgeting for payroll services in 2011, as social security contributions are paid by both the employer and employee.

According to the SSA’s report, the projected benefit wage for the next few years:
2011 $106,800
2012 $114,900
2013 $119,400
2014 $124,200
2015 $129,300
2016 $134,700

The SSA report says that in 2016 tax revenues not be adequate enough to fund the full social security expense. However, the SSA expects to pay full benefits until the trust funds run out, which they predict to be 2037. Once that occurs, tax revenues will cover 76% of the scheduled benefits if tax revenues remain at today’s rates.

To get a copy of the report, go to www.ssa.gov/OACT/TR/2009/index.html.”

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