FILLING IN THE GAP WITH VALUE-ADDED SERVICES // MANAGEMENT
Filling in the Gap
WITH VALUE-ADDED SERVICES BY ERLYNN GOCOCO
ompanies that offer value beyond their core services increase profitability, maintain customer loyalty and sharpen their competitive advantage. Value-added services are a win-win situation that benefits both the service provider and the client. Robert Fooks, partner and registered trademark agent at McLeod Law, says the relationship he has with his clients is comparable to a counsellor/advisor type of situation. “Once you find a lawyer that has experience in the matter you are involved with, technical ability should be an expectation and minimum requirement. In other words, you have to bring something else to the relationship that sets you apart and really helps the client.” The ability to build trusting relationships with clients is key to successfully adding value-added services beyond the transaction. Trust is, after all, paramount in any relationship whether personal or professional. Fooks explains, “Even though we are often called transactional lawyers, when I approach clients and client service, I never view it as a transaction. I always view it as a relationship. The better the relationship, the better advice and help we can provide. A single scenario or opportunity may have multiple paths and outcomes, and in order to help the client find the best one, you want to get to know them as much as possible. The advice I give a 30-year-old single entrepreneur can be much different from the advice I give to someone who is 55 with three kids. I love the contextual nature of business situations and legal guidance.” Kevin Suddaby, a senior mortgage associate with Accredited Mortgage Professional, agrees with Fooks and says that
“THE BETTER THE RELATIONSHIP, THE BETTER ADVICE AND HELP WE CAN PROVIDE. A SINGLE SCENARIO OR OPPORTUNITY MAY HAVE MULTIPLE PATHS AND OUTCOMES, AND IN ORDER TO HELP THE CLIENT FIND THE BEST ONE, YOU WANT TO GET TO KNOW THEM AS MUCH AS POSSIBLE,” FOOKS EXPLAINS. ABOVE: ROBERT FOOKS, MCLEOD LAW PARTNER AND REGISTERED TRADEMARK AGENT.
SEPTEMBER 2019 // BUSINESS IN CALGARY // BUSINESSINCALGARY.COM