Keeping an eye on the competition should be a key responsibility for client services managers, so companies can react and protect customer/client loyalty. What specific steps have you taken as a client services manager to keep up with the competition?

Provide examples of recent "shops" you have done of the competitive set. Make sure you can identify the comp set, explain details from that shop, and how you incorporated that into improving the customer experience.

"Each quarter I conduct "shops" using a recent customer scenario that we just dealt with. It's important to find out what the competition is doing better than us but just as important to find out where we are outperforming them. I provide a detailed report that shows our opportunities to improve through training and examples that our sales team can use as a tactic because we do it better."