how do your clients view your relationship?
by steven e. sacks
the new fundamentals: practical guidance for today’s accounting firms
performing like crap. a strange concept, you might think. when someone acknowledges that your actions reflect crap there is no positivity in this assessment. and because this term is baked into the american lexicon, people will always view it negatively.
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but what if we look at it another way – in the form of an acronym? let’s give it a try.
crap. it stands for:
c – competence
r – responsiveness
a – accountability
p – professionalism
“if we did the things we are capable of, we would astound ourselves.” – thomas edison
competence
you are hired on your qualifications and perhaps along with recommendations you receive from other professionals who are very familiar with your knowledge and abilities.
in the accounting profession, competencies such as ethical conduct, professional behavior and communication are identified. they are not unique to a service profession like accounting, but any successful client-practitioner relationship should at least have these elements.
responsiveness
no matter what profession you are involved in, clients and prospective clients have an expectation that when they email or call, you will employ a 24-hour response rule – even if you are in another city, state or country. it is simple courtesy and will help you establish or maintain the relationship.
“i am out of the country until next week on a client project but will return on (said date). please let me know the times that are convenient for me to reach out to you.”
gosh. how long did it take to type that? for me, it was 15 seconds. will 15 seconds of an 86,400-second day kill your momentum? if yes, then maybe you either need to better manage your priorities or employ someone who has faster typing skills. if a client or potential client is not deserving of a simple courtesy, then don’t be blindsided. there is always the possibility of here today, gone tomorrow.
and don’t forget your fellow staff members, whether they are superiors or subordinates. everyone deserves a modicum of respect.
accountability
say what you will do and do what you say. as a professional, demand the same of your clients. if you need information to progress on a tax return or an audit, then strike a mutual understanding with the client. both of you should honor your time commitments with the relevant information needed. too often the “ball is dropped” and time is spent on debating who was at fault. avoid this. be mature and handle what is supposed to be handled – timely, completely and respectfully. yes, there is “busy season” but this is a timeworn excuse. promise and deliver.
professionalism
the definition of this can be debated until the end of time. how you talk, dress, treat various staff levels, assuage the concerns of a client, exercise flexibility and handle differing opinions will go a long way toward cementing relationships. this is much more important than being up to date on the latest technologies, ethical guidelines, standards, etc. these are important, too. they just are not the end-all, be-all.
so, try to achieve the above. if someone graciously and appreciatively says your approach to your work is crap, take it as a compliment. (of course, the acronym crap will have to be cultivated so it becomes recognizable as an accepted practice.)
on the other hand, if someone says your work is crap, well, then you’ll need to learn the key concepts and recalibrate how you plan to deal with your current and future clients, as well as with your colleagues.