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Over-servicing harmful to the business |
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Quarterly Newsletter, April 2008
Industry Highlights The most damaging effect of over-servicing client accounts is – not surprisingly – on profit margins, while the second most damaging effect is on staff morale. This is the finding of a recent survey of the PR Leaders’ Panel of the Public Relations Consultants Association (PRCA) in the UK. The panel, comprised of managing directors from more than 100 PRCA members firms, also reported that well-trained staff make the biggest difference to over-servicing levels, followed by the presence of a clear brief and the use of project managers. All but 3% of respondents felt there are concrete ways to tackle the problem. To learn more about the PR Leaders’ Panel, visit the PRCA website at www.prca.org.uk.
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