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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Notice: Arizona businesses who do work for the US Government

A business coalition, including the U.S. Chamber and SHRM, has lost in its effort to have a court overturn the federal regulation requiring federal contractors to start using the E-Verify Program for federal contracts that are entered into or modified after September 8, 2009.  The U.S. District Court for the Southern District of Maryland on August 26, 2009, turned down all arguments raised by the plaintiffs and has opened the door for the rule to be applicable as planned on September 8, 2009. There is no word on whether or not the decision will be appealed.  The USCIS Web site has a federal contractor page as well as a series of Q&As on the rule that explains its provisions and application.

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The IRS plans to increase federal employment tax audits this fall and is focusing on four issues: worker classification (the employee versus independent contractor issue); fringe benefits (taxable versus tax-free); officer’s compensation; and reimbursed expenses. The IRS audit program will select employers for audit based on a statistical sample. While the audit program is not focused on fraud, the IRS has also increased the number of investigators looking into employment tax fraud by 249 percent and, according to the IRS, the average sentence imposed on those convicted of tax fraud runs 29 months.     Maryland, the governor has created a task force by Executive Order to enforce the Workplace Fraud Act of 2009 aimed at improper classification of employees as independent contractors. Though the act was aimed at the construction and landscaping industries, the task force is not as limited in its focus and can look further af

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Payroll Taxes & Employment Compliance

http://www.HCSCanDo.com Small Businesses in Scottsdale, Phoenix, Mesa & Chandler, Arizona may not know that they are in violation of employment compliance and payroll taxes.  Arizona radio host, John Adams tells how he owed $50,000 due to being out of compliance. Don’t let this happen to you.

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