
Client satisfaction is a cornerstone of success in any professional service, and the field of internal audit is no exception. Achieving excellence in client satisfaction requires a blend of technical expertise, effective communication, and a deep understanding of client needs. Nirpendra Ajmera, known as Nick, an Internal Audit Influencer with over twenty years of experience, has consistently received high praise from his clients, reflecting his commitment to delivering exceptional service. Here, we explore key strategies that have contributed to Nick’s award-winning approach to client satisfaction, supported by feedback from his clients.
Understanding the unique needs and expectations of clients is the first step to achieving client satisfaction. Each client has specific challenges, goals, and priorities, and recognizing these factors is crucial for tailoring audit services to meet their requirements. Engaging in thorough initial conversations with clients to understand their business, industry, and specific concerns is essential. Asking open-ended questions to gather detailed information about their expectations and the key areas they want to focus on sets the stage for a successful audit engagement. Based on the insights gathered, customizing the audit approach to address the specific needs of each client demonstrates a commitment to providing relevant and valuable insights, which is critical for client satisfaction.
Building strong client relationships is also fundamental to achieving client satisfaction. Trust, transparency, and effective communication are essential for fostering a collaborative environment where clients feel supported and valued. Maintaining open and transparent communication throughout the audit process, providing regular updates on progress, discussing any emerging issues, and ensuring that clients are aware of the audit’s status helps manage client expectations and builds trust. Being responsive to client inquiries and accessible for discussions shows clients that their needs are a priority. Prompt responses to questions and concerns, along with availability for meetings and consultations, further strengthen the relationship.
Delivering high-quality work is another significant factor in client satisfaction. Ensuring that audit findings are accurate, relevant, and actionable is key to demonstrating value. Leveraging technical expertise to provide thorough and insightful audits, ensuring that findings are well-supported by evidence, and offering recommendations that are practical and achievable reflect professionalism and competence, which enhances client satisfaction. Going beyond compliance and controls to provide value-added insights that can help clients improve their operations is also crucial. Identifying opportunities for efficiency, cost savings, and risk mitigation shows clients that auditors contribute to their success by offering actionable recommendations.
Demonstrating professionalism in interactions and deliverables fosters respect and confidence, which are crucial for long-term client satisfaction. Adhering to the highest ethical standards in all engagements, ensuring that conduct is beyond reproach, and maintaining independence and objectivity build trust. Meeting deadlines and delivering on commitments consistently reflect reliability, a key aspect of professionalism valued by clients.
Seeking and acting on feedback is vital for continuous improvement and sustained client satisfaction. Conducting post-audit reviews to gather feedback from clients about their experience provides valuable insights into areas for improvement. Asking for their opinions on the audit process, communication, and the usefulness of the findings helps identify areas for enhancement. Using the feedback to make necessary improvements in the approach shows clients that their input is valued and that there is a commitment to enhancing services based on their suggestions.
Senior Colleagues & Managers Testimonials
The effectiveness of these strategies is reflected in the positive feedback Nick has received from his Senior Colleagues and Managers. Here are some testimonials that highlight his commitment to client satisfaction:
Noel Voykin
“As a CEO of the Northwest Territories Power Corporation I saw an opportunity to improve our risk management system. We brought Nick onboard to develop a new corporate wide risk register and management system. Nick was instrumental in developing the risk management system used at NTPC today.”
Jeff McMurray
“I worked with Nick at KPMG. Nick has a strong understanding of internal and IT controls. Nicks work was always very precise with all technical details appropriately documented. Hewas able to manage relationships with difficult clients with ease and bring the engagements we work on together to a successful conclusion.”
Joseph Cote
“Nick did our investment funds audit in late February. He has a wealth of knowledge and was very professional throughout the audit. If you are looking for someone with integrity, who brings a great deal of knowledge and experience to his profession, then I would highly recommend Nick Ajmera.
Annemarie Blatner
“I worked together with Nirpendra during my time as a Nokia Head of Customer Operations Internal Controls from October 2010 till September 2012, where Nirpendra joint our team as the India Region SOX and Internal Controls leader, reporting and in matrix organixation to myself.
His area of responsibility was to ensure the implementation the global SOX catalogue within the India Region in all impacted local and regional teams including providing training to them, supporting them within the internal and external Audit planning and execution, as well as the fixing of any identified deficiencies in time and quality.
During this time I learned to know Nirpendra as a very competent,structured and professional resource – sticking on communicated deadlines and delivering high quality results. In 2011, he proactively fixed all their deficiencies on time, and leaving no major deficiencies for Year End Closing.
Already at this point, he was very experienced in Internal Control issues and has had a good understanding and a broad knowledge in Accounting and Commercial processes, which I am sure he has expanded during the last years. He has had a very good overview and the right focus. I appreciated a lot his positive and supportive attitude.
I wish him all the best in his current and future career.
Achieving excellence in client satisfaction is an ongoing journey that requires a combination of understanding client needs, building strong relationships, delivering high-quality work, demonstrating professionalism, and continuously seeking feedback. Nirpendra Ajmera’s award-winning approach to client satisfaction provides valuable lessons for auditors and other professionals. By implementing these key strategies, you can enhance your client relationships, deliver exceptional value, and achieve high levels of client satisfaction in your own practice.