REWARD
“ Avoid overpromising and underdelivering by setting expectations that align with your capabilities”
Personalised service Tailoring services to meet the specific needs of each client demonstrates a commitment to their success. Understanding their unique requirements and challenges allows for more accurate and relevant payroll processing. It can take extra time to do this in the onboarding process but will be a much better experience for the client in the long run. Feedback mechanisms Implementing feedback mechanisms, such as surveys or regular check-ins, allows clients to voice their concerns and suggestions. This feedback can be invaluable for improving services and addressing any issues promptly. We conduct regular surveys to understand our clients’ views on the service they are receiving, which we turn into a Net Promoter Score. Whatever method you use, it is important to follow up on any feedback that highlights issues and say thank you for positive feedback; don’t forget to share positive feedback about a colleague’s service with them too. Educational resources Providing clients with educational resources, such as webinars, guides, and newsletters, can help them understand their role in the payroll process. Educated clients are more likely to provide accurate and timely data. I remember through the pandemic, clients really appreciated webinars that provided the most up-to-date information. This has become a key driver for platforms continuing to provide them. Strengthening relationships with clients’ employees and stakeholders The quality of payroll data often depends on the input from clients’ employees and other stakeholders. Strengthening these relationships can lead to more accurate and complete data. Employee training Offering training sessions for clients’ employees on how to submit payroll data correctly can reduce errors and omissions. Clear instructions and user- friendly tools can make the process easier for everyone involved. Stakeholder engagement When engaging with key stakeholders, such as human resources and finance departments if in-house or with clients,
ensures that all relevant data is captured accurately. Regular meetings and collaborative projects can help align goals and processes. Customer care meetings can play a massive role in client relationship management. Payroll is often doing this, but getting to know your clients can make them feel special and important rather than feel as though they are just a number. Transparent processes Maintaining transparency in payroll processes builds trust with clients’ employees and stakeholders. When they understand how their data is used and the importance of accuracy, they are more likely to comply with requirements. General Data Protection Regulation is often misunderstood by clients, especially when trying to encourage safer routes to provide you with data such as secure portals, etc. Responsive support Providing responsive and accessible support for any payroll-related queries or issues can enhance relationships. When clients’ employees and stakeholders feel supported, they are more likely to cooperate and provide accurate data. Response times play a crucial role and ensuring clients know when they can expect a response is vital. Managing client expectations Managing client expectations is crucial for maintaining a positive and productive relationship. Here are some tips to help manage these expectations effectively. Set clear expectations Clearly outline the scope of services, timelines and responsibilities at the beginning of the client relationship. This helps prevent misunderstandings and sets a solid foundation for collaboration. Many bureaux use service level agreements with perhaps addenda for items such as fees and timetables that could change annually. Regular communication Keep clients informed about the progress of their payroll processes, any potential
issues and changes in regulations. Regular updates help manage expectations and build trust. This will become easier to do as technology advances and more systems have client dashboards and / or portals. Be transparent about limitations Be upfront about any limitations or constraints that may affect the payroll process. Transparency helps clients understand what is feasible and why certain requests may not be possible and always be honest, even if you are not delivering positive news. Provide realistic timelines Ensure that the timelines provided to clients are realistic and achievable. Avoid overpromising and underdelivering by setting expectations that align with your capabilities. Handle issues promptly and professionally When issues arise, address them promptly and professionally. Keeping clients informed about the steps being taken to resolve problems helps maintain their confidence in your services. Solicit and act on feedback Regularly seek feedback from clients to better understand their needs and expectations. Use this feedback to make improvements and show clients their input is valued.
A foundation of trust In a bureau setting, the collaboration
between departments and the relationships with clients, their
employees and other stakeholders are pivotal to the success of the payroll process. By fostering strong, proactive and transparent relationships, payroll departments can ensure the accuracy and completeness of the data they receive, leading to more efficient and reliable payroll services. Managing client expectations effectively further enhances these relationships, building a foundation of trust and cooperation that benefits all parties involved. n
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| Professional in Payroll, Pensions and Reward |
Issue 107 | February 2025
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