Home » Marketing Strategies

Category: Marketing Strategies

Illustration of rocket ship shooting up into the sky.

How to Set Your Association Apart from the Competition

Illustration of rocket ship shooting up into the sky.

2020 has brought a new way of thinking, and has presented many challenges, for associations in any industry. The way associations connect with members, provide networking opportunities and encourage professional development now looks very different. Associations are being forced to move all of their services online, and while we all hope to get back to regular in-person events in the future, virtual connection will likely remain a vital way to connect with members far and wide.

Connecting with members and encouraging meaningful conversation is more important than ever before, but all associations are asking the same question: How can we encourage members to engage in the virtual world?

What Are Your Members Interested In?

It’s likely that you have data on where your members are from, the company they work for, their job title, what events they have attended or what topics they care most about. During a period of change and uncertainty, it’s important to reconnect. Survey your members to learn what topics are most important to them. You can also learn more about the times of day they are most likely to engage with your association and how they prefer to hear from you. Take these results and build a new marketing strategy around them to increase engagement with your current members, and to increase future member enrollment.

Not only do associations need to learn more about their members, but it’s crucial to stay on top of industry trends. What do your members need help preparing for within their industry? Based on the answers you receive; your association can take advantage of any gaps by offering support and guidance regarding these new trends.

Survey tip: When collecting information from your members, ask if you can interview them to hear more specifics about their experience. Share these interviews far and wide to promote events, encourage member registration or use them to create fun social media posts. Someone’s personal experience with your association may spark new engagement. Conducting interviews also allows you to gather more in-depth knowledge into how members feel about your association. This is your chance to ask what you are doing well and what can be improved.

READ: LEARN HOW TO MAKE YOUR SURVEYS VALUABLE AND EFFICIENT

What Are Your Competitors Doing?

It’s challenging enough to motive members to attend another virtual event, but even harder when competitors are also sending out marketing materials promoting similar events. A competitive analysis provides insight how your association can set itself apart. Once you have reviewed the competition, you can start to identify gaps in your marketing strategy. 

It could be as simple as this. After conducting competitive research, you’ve discovered that your competitors are offering many networking events in the late afternoon throughout the week. Your association has been wanting to host a networking event, but now you have information to set your event apart. Your association decides to host coffee networking opportunities so that members available early in the day will be able to attend. You may be surprised how simple adjustments, or differentiators, can draw people to your association. 

READ: TYPES OF RESEARCH AND WHY IT’S IMPORTANT

Freshen Up Your Brand

Even though we are all working remotely and adapting to receiving most (if not all) of our information digitally, people want to connect! Current and future members are craving opportunity to discuss pain points or solutions within their industry. Even though the future may seem bleak, now is the time to freshen your association’s image to stand out and reconnect.

A new brand image can speak to a new audience in the future. Modernize your image and marketing strategy to appeal to the next generation in the work force and to continue connect with those that have been with your association for a while. 

An example: Wood Component Manufacturers Association (WCMA) felt like their logo was outdated and didn’t connect with their younger members. They decided to refresh their image to set their association apart. This resulted in a modern aesthetic for their logo and brand perception. 

Finding new ways to connect with your members is more important than ever. As your members adapt to new work styles and trends, your association must do the same. Think through how surveying members, researching your competition and a brand refresh can boost your member engagement to new heights. 

Looking for assistance to help set your association apart from the competition? Learn more about Ingenuity’s association marketing experience.


 

Video header for Christine Nelson's "4 Ways to Maximize Your International's; AEC Marketing" video.

4 Ways to Maximize Your Internal AEC Marketing

Are you feeling limited by how you can differentiate your firm from its competitors? In this video, our Lead Communications Consultant shares four ways to maximize marketing efforts to help your AEC firm stand out. Check out this video or the blog post below to learn more about the importance of research and analysis, how to maximize marketing in proposals and how marketing can support your firm’s reputation.

Architectural, engineering and construction firms have a unique environment for business development, with limitations on how they can approach differentiation. 

Despite these limitations, we’ve found that marketing can be maximized in several ways to help you stand out from competitors.

To really maximize your marketing, here are four ways to make sure you’re getting the most from your efforts.

1. Outsourced Research and Analysis

Sometimes you’re too close to the business to see threats or opportunities. Through branding research, competitive research, market research or search engine optimization research, you can identify strengths to leverage in your marketing and business development.

For example, a recent content audit we conducted identified several ways for a regional engineering firm to leverage the great content they’ve already created and align it with business goals. 

2. Maximize Your AEC Marketing in Your Proposals

Much of your advantage is how you present information. Identify and incorporate competitive messaging, but also communicate with charts and strong visual images to reduce your word count.

Developing better templates can also streamline the process and avoid repetitive copy. 

My third and fourth tips are somewhat tied together because they are about your reputation. This includes traditional and online reputation building.

Your content, social posts, public relations and your visual brand all work together to put your best foot forward – especially with so much of your firm being viewed online these days.

You want to ensure a great first impression. Besides great content, your SEO keywords help new leads find you quickly online.

3. Keep Doing PR Through Industry Publications and Apply for Awards

Those activities attract interest in your team’s knowledge, and they keep your firm’s name in front of people in between projects.

4. Do Research on the Best Search Keywords for Your Firm

Use those keywords as inspiration for fresh articles and social posts. Create buzz around the services you want to be known for.

When looking ahead at your big vision to attract future business, do your research, enhance your proposal process and stay visible through PR and optimized search strategies. That’s it!

I’m happy to answer your questions here at Ingenuity. 


Your firm may have the opportunity to supercharge its marketing efforts through partnership or referrals. Learn more about this marketing strategy!

 

Office background with smart phone in orange color.

How referral sources influence your branding process

Office background with smart phone in orange color.

What is one of your favorite brands, and how did you get hooked on the product or service? It’s likely that word-of-mouth was your referral. Think about it! We talk about products and brands with our coworkers, family and friends all the time. Our loyalty to certain brands or products supports business development.

Here’s an example of brand loyalty and how referrals impact the branding process.

You and your family have always purchased Chevrolet vehicles. You decide to look for a fresh perspective and seek advice from a coworker for your next vehicle purchase. Based on their advice and feedback, you purchase a new Ford SUV.

You end up loving the new amenities and low-maintenance fees the Ford SUV provides. Your brand loyalty has changed! You plan to inform your family members of how much you’re enjoying your Ford vehicle, knowing their brand loyalty could switch just like yours did.

This is exactly what Ford wanted to happen! Building reliable vehicles that people want to talk about and share is all part of their branding process. This can be part of your brand loyalty process, too!

How can you build referral sources that ultimately support your business development strategy?

Engage with your current clients

One of the most efficient ways to attract future clients is to utilize your current client base, allowing them to tap into their networks for you. It’s likely that their business connections are also your target audience or potential referral base.

One way to encourage engaged conversation with your current clients is to offer a survey or assessment. Surveys provide an opportunity for you to better understand your clients, but also help your clients give you referral information directly.

READ: CREATE A SURVEY TO RECEIVE REFERRAL INFORMATION.

Make sure to follow up after you have received survey responses. This tells your clients that you appreciate the feedback. During this follow-up step, they may be more likely to make an email or personal introduction.

Tips to connect with referrals

Always collect your referral’s email address to easily follow up and connect. Frequent follow-ups allow you and your business to stay top of mind with your referral sources without taking up too much of their or your time.

Keep the emails focused on what’s new with your firm or association, what services or events you’re offering and the ways you can assist them with their own clients. Your goal is to show your clients that you care and by doing so you will build brand loyalty through these emails and keep your firm top of mind.

What happens next?

You received referral contact information, engaged with those referrals, and now they have started working with you. Hooray! You have reached your goal. Or have you?

The process isn’t complete just yet. Give the referral source a quick phone call or write a personal note, thanking them for their referral. Better yet, depending on the size of the prospect they referred you, you may want to send them a gift such as a gift card, a bottle of wine or something they would enjoy. This is a great way to increase brand loyalty even further and start the referral process all over again.

Ultimately, if you can refer business back to your referral sources, that’s a slam-dunk branding gift that they will remember the next time their clients have a need!

Over time, you will see the trickle effect of your referral program! Your new clients will begin to share their own referrals, which can further establish your brand positioning.

Want to learn more about adding partnerships and referral sources into your brand positioning strategy? Read this blog post for tips.


Make Your Marketing Strategy Personal

Positivity may be the secret ingredient to jumpstart your creative marketing strategy. How can your firm or association brighten the day for others? In this video Communications Consultant Christine Nelson talks through a few creative marketing ideas that can refresh your personal connection with clients or members.

Borrow these ideas to inspire your conversations and marketing strategy, and make marketing personal!


If you prefer to read this content, the video transcript is below.

Are you tired of reading? No really. Every day you get tons of emails and reminders and texts that want your attention. Maybe you’ve started to delete everything.

Well, that’s probably what your clients and potential clients are doing or want to do, too. With this in mind, take the opportunity to get more creative with your marketing. It can start with a dose of positivity!

Think about it. How can your firm or association brighten the day for others?

Here are a few ideas to make your marketing more creative, but also more human focused:

Send a handwritten note to say how much you value a client’s business or a member’s contributions.

You can also change up your regular newsletters or correspondence by including tips for making life easier. A simple work hack or life balance tip is always appreciated.

How about picking up the phone? If you’ve done too many videoconferences in a row, change it up and suggest a short phone call to focus on active listening. 

How about creating a video that demonstrates how several of your team members are volunteering for a great cause. Share it on social for more engagement with your followers. You could also create a challenge or contest that everyone can participate in!

Looking ahead, are there new, ancillary services you can offer that support personal connection with clients or members? How about, in addition to quarterly check-ins, a quarterly business vision mapping or marketing component to help them focus on new possibilities?

Your own team or a facilitator can support these forward-focused conversations.   Help people imagine a bigger, satisfying future while you work with them on solutions for today’s challenges.

Now I’m sure you can find many ways to bring hope and inspiration to your clients and members. But if you need more ideas, connect with me at Ingenuity!


 

Car wheel spinning, stuck in the mud,.

Professional Services Marketing Ideas When You’re in a Rut

Car wheel spinning, stuck in the mud,.

If you’ve been doing the same marketing and content too long, here are three signs. 

  • Your analytics are flat lining.
  • You yawn when reading your own copy.
  • In place of leads, you hear crickets.
We get it. Sometimes how you’ve always done it is easier. But if it’s no longer producing your desired results, why are you doing it? 
 
From newsletters to blog posts to eblasts, your professional services marketing can get stale. When you notice that fewer people open your communications or click through, it’s the biggest sign that you’ve lost your marketing mojo. 
 
Don’t be afraid to change it up. It may take you out of your comfort zone, but we guarantee that doing the same thing you’ve always done will bring you diminishing returns. Embrace creativity!

Try a new medium.

Review each way that you communicate with your audiences and assess it: 
 
  • Why does it exist and what is your goal?
  • Is it valuable content or simply filling space? 
  • Is the delivery vehicle right for your intended audience? 
  • What are your actual results? 
For those marketing activities that no longer bring you joy, wish them well and let them go. With your extra time and space, add a new medium such as a video blog or targeted digital ad campaign. Experiment with new forms of delivery to attract renewed interest. 
 
Don’t forget about your website. Page analytics will tell you if certain pages just aren’t supporting your strategy. Refresh those pages with new content or new layouts to attract visitors. Promote your new pages on social media. 

Play with time.

Have you noticed that LinkedIn lists the average length of time to read a blog post? It’s an invitation to spend 6 or 8 minutes and learn something new. 
 
Seize that call to action to vary the length of your posts and presentations. Add a few 2-minute posts under 250 words. Then add a few 12-minute posts. Try a 30-minute or a 60-minute webinar. See if time makes a difference in the views you attract. Focus on ideal lengths of time, but keep it varied.

Introduce different voices.

We know it’s difficult to get more professionals in your firm or association to create content. But sometimes you focus too much on niche leaders or partners. Consider asking a younger professional to write a blog post or create a video. You may be surprised at the fresh variety that new voices add to your content on all channels.
 
It may require some training. Some people aren’t comfortable on camera, but they do warm up to it with practice. Others are naturals. Do some screen testing. Vary your content assignments and bylines to bring depth and interest to your marketing strategy. It’s also a great way to promote the depth of your team.

Maximize design.

Too often, we see marketing pieces that lack a balance between copy and design. People pick up on visual elements and color faster than words on the page or screen. But you also want the content to be clear and meaningful. Think about how to make your messaging more visual. Add fresh design or color to wake up your blog, videos, collateral or presentations. Redesigns should stay true to your visual brand, of course. Add a palette of secondary colors to expand your options. 
 
 
In proposals, elements such as graphs, flow charts, icons and other imagery can help your firm stand out in a competitive environment. You can maintain RFP/LOI requirements and also avoid the urge to stuff too much copy into a limited space. Color and bullet points, for example, help people notice copy and actually read your key ideas.
 
These are just a few ideas to get you out of a professional services marketing rut! Change your strategy as needed and maximize your results. You may also be interested in changing up your strategy through partnership and referral marketing. Read this blog post for tips.       

4 Ideas for Association Marketing Video Header

4 Ideas for your Association Marketing

Build your digital presence as a professional association by being a member resource as well as strategic with your marketing visibility. In this video for association marketing, Principal Dawn Wagenaar talks about four ways that professional association leaders and marketers can ramp up their outreach to existing and potential members.

It’s more important than ever to be visible to your audience online. Learn how.


Read the video transcript:

Association marketing is an exciting and challenging place to be, whether you are new to associations or a longtime leader.

The race to attract and retain members has ramped up. Many associations have also had significant leadership changes. The technology for marketing has also changed.

This presents an opportunity. And I want to introduce four ideas for you to consider in your association marketing. 

The first is a digital ad campaign. You have to approach it a little bit differently compared to print ads, but digital ads can work really well for attracting members.

For example, consider a LinkedIn ad campaign where you offer a valuable article or white paper when they click your ad. You can capture emails when the downloadable content is really enticing.

The second idea is DIY toolkits. Send an email that introduces a valuable toolkit to prospective and current members. The toolkit should help them navigate a common need or issue in their industry.

Here are two other ideas that kind of link together. It’s about going virtual.

You can set up virtual coffee meetings with potential members, and send them a coffee card to sweeten the deal. Or, expand your reach from a traditional conference or tradeshow and optimize virtual events. Take questions prior to the event to ensure livelier engagement. Book virtual “rooms” for small group discussion.

These are just a few ways to get creative with your association marketing. Call me at Ingenuity if you have questions or need help. 

See this related blog post about fostering brand loyalty. Don’t miss the link at the end!


Businessman wearing cape with arm in air.

Supercharging your Marketing Strategies with Partnerships and Referrals

Businessman wearing cape with arm in air.

If you have built up a positive brand reputation for your professional services firm, partnership marketing and referral source marketing are two tactics you should consider making a part of your overall marketing strategy. When two brands come together for their mutual benefit, the results can be quite impressive and create new opportunities to reach prospective clients or members.

Partnership Marketing

Partnership marketing is simply when two brands collaborate on a marketing campaign. Some of the most common ways we are seeing this accomplished within professional service firms and associations is through co-hosted webinars, newsletter shout-outs and creating co-branded content such as whitepapers.

As you consider who to partner with, be strategic and make sure that there is a mutual benefit. Maybe you have a larger client list but the other partner has a magnetic and trusting personality that makes webinars fun. Or perhaps you have more expertise in an area and your marketing partner has a very engaged audience. Even if your partnership marketing efforts are a bit lopsided, that’s entirely okay. Sometimes it is worth it in order to forge the relationship and create loyalty.

The benefits of partnership marketing are many and include increased brand awareness through exposure beyond your primary audience, new contacts for your nurturing campaigns and lead generation. It is also an association and professional services marketing strategy that is low risk. You can dip your toes into the waters of partnership marketing to see what resonates with your target audience and quickly adjust your strategies with minimal investment or cost up front.

READ: Marketing to Real People in a Digital World

Referral Source Marketing

When we talk to our clients, we often find that they are neglecting their referral sources in their networking and marketing efforts. If you are not optimizing this source of business development, you may be missing out on some great prospective clients or members.

Whether you are just building your referral marketing strategies or need a refresher in how to implement it, here are a few tips to boost your efforts in this area.

First, identify referral sources that could send business your way. For CPA firms, this may include attorneys or financial advisors. For an association, this could be a nonprofit with a similar mission that complements yours. Make sure they understand what you do and what your ideal prospect looks like.

Next connect regularly with your referral sources. Create a schedule so that you are routinely calling or emailing them just to connect. The goal is to stay top-of-mind so they refer you when the opportunities arise.

Finally, when you receive referrals you appreciate, pick up the phone and let them know. Once you’ve done that, take it a step further and do something nice for them. You could send a referral their way, give them a recommendation or review or make another type of introduction that would be helpful to their business. Go out of your way to send the message that you appreciate their support in your success by contributing to theirs.

WATCH:How to Get More Referrals

Implementing partnership and referral source marketing into your strategies can help you build your brand awareness and connect with new potential clients or members. Give it a try and see what works for your professional service firm or association.

You may also be interested in how you can boost your virtual business development efforts to bridge the gap with lost face-to-face networking and tradeshow opportunities.


 

Professional Services Marketing During and After a Crisis

In a short or prolonged crisis, it is essential to continue marketing. You just have to be sensitive to your audience and their changing priorities.

Your firm or association is a business that needs to grow, but you are also a resource. Being a resource is already in your culture. You can apply that approach to your professional services marketing in a variety of ways. Here are a few ideas to   market effectively during and after a crisis — and continue to make a difference!

1. Revise your personas.

You may have written your target personas or client profiles at the beginning of the year or earlier, but a crisis has cropped up and affected what may be important to those audiences. 

What is a persona? Read more here.

Revisit and revise your personas to acknowledge new challenges, new threats or new opportunities to that potential new client. That way, your messages and guidance will relate to their most urgent concerns and priorities. 

2. Explore unmet or critical needs.

As you notice that potential clients are focused on new priorities, there are probably new opportunities for your firm or association to serve them. Discuss ideas that position you as a resource, a guide or a translator of complex information. 

Can you open a new channel for connecting people or sharing information? Can you offer new assessments or promote a white paper that addresses their worries? Would a webinar answer their most pressing regulatory, safety or financing questions? These offerings can be timed to launch once the initial shock of the crisis is over and people are turning toward solutions. Have them ready to launch.

Also, make sure that these ideas are still aligned with your underlying niche marketing strategy. In other words, don’t chase shiny objects based solely on a crisis. 

3. Choose your words carefully.

During a crisis, especially a national or global one, you will start to see the same words used over and over to describe the situation. We’ve seen words and phrases overused such as “these uncertain times,” “unprecedented” and “we’re in this together.” There is nothing wrong with them, but people stop hearing them. 

When crafting your emails, client letters, proposals, articles and social media messages, be true to your own voice. During a crisis, you don’t need to follow the crowd to show sensitivity and be heard. Think about how you would encourage a friend, and your communications will resonate better than if you use phrases that people are tired of hearing. 

4. Be visible.

Being visible is a human and a digital challenge. If you are often working remotely or unable to organize many in-person events, you can still stay visible through videos on your website that show real people sharing their guidance and ideas. You can host virtual events and networking meet-and-greets. If you can get out into the community, lend a hand and share it on social media or on your website’s career pages.

You also need to be visible digitally. Right now, too many firms and associations lack the knowledge or consistency to integrate search engine optimization with their professional services marketing. It’s an opportunity for you to get ahead of the crowd.

Read: Why your blog content needs SEO for visibility

One of the biggest things we’re recommending to firm leaders who want to maintain digital presence is to conduct a web audit, keyword research and integration of SEO into all of their content — from blog posts to digital ads, video descriptions and social posts. Search engines can then recognize and rank you for certain services, guidance and advocacy. 

Without this visibility, you’ve lost the opportunity to reach out and highlight services that actually help people in crisis. When people really need you, be where they are searching — through digital techniques and messaging that focuses on them.

If you need some help to be more visible and stay on message for your target audiences, view Ingenuity’s Outsourced Marketing Services.


 

5 Effective Email Nurturing Sequences

A graphic showing a sequence of emails.

If one email to a new business lead is good, are more emails even better? Not so fast. Here’s why your email marketing could use a makeover.

Email marketing for professional services isn’t like product marketing. People don’t change service providers very often. They also don’t choose a provider based on one or two emails. But email does help you stay in front of them until they’re ready to entertain a change.

Email marketing is still an effective brand positioning strategy for high-growth firms. However, those high-growth firms are probably using email nurturing sequences to automatically stay in touch with leads until the lead is ready — and excited — to have a conversation.

What’s an email nurturing sequence? Read more here.

Email nurturing sequences are a conversation. You are pointing out common pains and providing informative ideas and resources by email over a short period of time to keep the lead interested.

As every good professional knows, timely nurturing of the relationship leads to more new business. Designed correctly, these nurturing sequences can be automated but still feel like a series of personal emails from someone in your firm or organization.

Try This: 5 Effective Nurturing Sequences

Here are five options to turn your email marketing into a nurturing conversation that drives lead conversion. If you have a CRM and marketing automation software, you can automate your email sequences to run 24/7 whenever a visitor is searching for your services.

1. Set up a welcome sequence.
Let’s say a new lead comes on your radar by downloading an article or signing up for your newsletter. Set up a nurturing welcome sequence that introduces them to other resources through a series of automated emails and links. Make the emails friendly, short and to the point, and schedule out three or four over a few weeks.

2. Add sequences to new resources and events.
Don’t miss the opportunity to keep the conversation going once people download your resources or attend a webinar. These actions can trigger a follow-up series of emails. Create these nurturing emails at the same time as your resource or event content so that they relate well and entice people to contact you.

3. Create nurturing sequences for stalled conversations.
Maybe a lead went quiet or didn’t engage as you had hoped. Create an “inactive” nurturing sequence that acknowledges, “Now may not be the right time to connect, but I still value your interests and want to stay in touch.” Send them links to content they may have missed.

4. Use a nurturing sequence to optimize your list.
Over time, your database may become stale with old contacts that aren’t a fit, but haven’t unsubscribed. Send a series of emails to invite people to re-engage or to let you know if they wish to be removed from your list. Sometimes that “invitation to part ways” is enough to get a new conversation going. But it also cleans up your list in a friendly way.

5. Segment your sequences.
To personalize your email marketing while also automating it, create nurturing sequences that entice leads for a specific service or industry niche. Address common pains that you see among existing clients, and then show these new leads how you solved the problem. Three short emails can offer links to case studies and representative examples.

Remember, email nurturing should not involve hours of long email writing — or more than a few emails per sequence. The content can be written like a short voicemail, but you and your team don’t have to spend time leaving hundreds of them.

Besides keeping the emails short, point people to their next possible step in the conversation. And be patient.

Written correctly and timed strategically, email nurturing sequences will get the right leads interested and contacting you!

SEE INGENUITY’S COMMUNICATIONS SERVICES


 

A dial marked with the word "Trust" and turned to high.

Fostering Brand Loyalty

A dial marked with the word "Trust" and turned to high.

Brand loyalty is up for grabs. It’s rare these days to do business with a client for a lifetime, but there are things you can do to inspire your clients to work with you for a long time. It is not enough to do everything right or to simply not make them want to leave. You need to take your communication and connection to the next level.

It probably goes without saying but providing the highest quality customer service and making your clients feel valued is one of the best things you can do to create brand loyalty. This is a great foundational start but now you want to see that loyalty expand to create a community of raving fans for your brand who refer others. Here are a few ways to help you do that.

Provide timely updates about changes that affect your clients and prospects. If you have a robust CRM, you can segment your contacts based on their industry or niches, their role in their organization and what you know they are interested in. You wouldn’t send a manufacturing tax update to a prospect in healthcare. By segmenting your lists to provide relevant information, you show your audience that you care about what interests them. This can make the information appear personalized to them and foster their loyalty to your brand.

Create opportunities for individual connection and make it personal. If you are keeping notes about your clients and top prospects, you likely know a few personal facts about them. Perhaps you know they just took a family vacation or that one of their children graduated from high school. Asking about these events during the beginning of a call or email is a great way to get the conversation going. You can then bridge into the business at hand, but remember to always show an interest in them personally.

READ: THE ART OF VIRTUAL BUSINESS DEVELOPMENT

Thank your clients for working with you. You may be thinking that this is an obvious one and, yes, most everyone is good at thanking their clients for their business around the holidays. However, when was the last time you sent a client a thank you card at a random time of the year or a gift card to a coffee shop? Perhaps they just got through a challenging audit or completed a coveted development project. Sending a gift when one is not expected is when you will stand out and, even more importantly, it will make them feel special. We aren’t saying you should forgo the holiday gifts but sending a thank you at an unexpected time will stand out.

Fostering brand loyalty is something that begins with a prospect and continues throughout the client relationship. Once someone becomes a client, it doesn’t mean the work ends. This is when the relationship can truly grow and thrive.

You may also be interested in four ways you can enhance client service in your professional services firm or association.