Manager Development Training : Client Relationship Expectations 

 

 

Our role is to act as a liaison between YES’ customers, addressing their needs and concerns to build strong relationships. Our main goal with all our clients is to fulfill their needs. Success in this role comes from being an excellent communicator and being committed to customer satisfaction. 

 

1. Client Visits 

• Purpose: Essential for building trust and fosteri1ng relationship growth. 

• Categories: 

• Touch: Address urgent issues. 

• Review: Discuss service quality. 

• Discovery Meeting: Focus on future opportunities. 

• Scheduling: Use the Trusted Advisor Client Management spreadsheet (TACM) to plan visits based on account tiers: 

• Small Account (once per month) 

• Mid-Range Account (once per month) 

• Premium Potential (bi-weekly) 

• Top 10 (once each week) 

• Documentation: Always record visits in TACM and Bold for effective tracking. 

2. Customer Service 

• Definition: Outstanding customer service means fulfilling orders and needs reliably. 

• Role: As the primary contact, ensure exceptional service and adapt communication methods (email, phone, Teams/Zoom, text). 

• Updates: Send "End of Day emails" for active orders; agree on update frequency with clients. 

3. Relationships 

• Trust Building: Actions build trust faster than promises—be reliable. 

• Objective: Cultivate long-term partnerships to enhance retention and satisfaction. 

• Connections: Maintain deep relationships with: 

• Clients: Hiring Managers, Human Resources, Department Heads. 

• Internally: Staffing Coordinators, Branch/Area Managers, Executives. 

4. Client Records 

• Maintenance: Regularly update client information in Bold. 

• Importance: Accurate profiles are crucial for: 

• Effective payment collection. 

• Risk protection against personnel changes. 

5. Collaboration 

• Teamwork: Ask and seek for help from internal teams (Operations, HR, Safety, IT, Marketing, Sales). 

• Insights: Share trends or issues to enhance account servicing (e.g., pay concerns, job physicality, cultural issues, etc.). 

6. Success Indicators 

• Performance Metrics: 

• Are jobs being filled correctly? 

• Are candidates delivered on time? 

• Evaluation:  

• Market share and turnover percentage. 

• Client's perception (commodity vs. partner). 

• Familiarity with department heads and line leads. 

• Ensuring we have multiple relationships in case a key relationship leaves. 

 

 

  

Approval and Revision History  

Version	Date	Approved By	Changes Made
1.0	5/22/2025	IT , ML	Initial Creation

  

Contact Information  

For questions or support related to this SOP, contact:  
Role/Department: Operations 
Email: [email protected] 
Extension: 115